Premier Mortgage Client Servicing Manager

PREMIER MORTGAGE CLIENT SERVICING MANAGER WHAT IS THE OPPORTUNITY? Join our dedicated team focused on serving ultra-high net worth clients with exceptional, personalized mortgage servicing. At City National Bank, you will be part of a prestigious firm that offers clients tailor-made solutions and unparalleled service. This role involves daily interactions with clients and internal teams to ensure smooth mortgage servicing operations and resolve any issues effectively. WHAT WILL YOU DO? Coordinate the operational functions necessary for effective servicing of client mortgages and HELOCs, ensuring timely and accurate resolution of issues. Act as the primary contact for escalations, providing day-to-day support to both clients and financial advisors, ensuring swift and effective responses to inquiries. Identify and route business inquiries or cross-selling opportunities to relevant teams. Lead new project rollouts and support regulatory changes by collaborating with various departments. Enhance relationships with clients through proactive communication and assistance with their needs. Onboard and maintain client accounts, ensuring all required information is collected and processed efficiently. Collaborate with Financial Advisors to create a comprehensive business plan and deliver a top-tier client service model. Be available for escalated matters during off-hours as necessary and be willing to work overtime when needed. Engage in training and professional development to stay informed about industry standards and best practices. Support Financial Advisors with administrative tasks such as meeting coordination and travel arrangements. Deliver exceptional customer service by providing informed responses to client inquiries and completing service requests promptly. Maintain a strong understanding of investment strategies and operational processes to effectively serve clients. Contribute to various firm projects and assist where required, demonstrating initiative and the ability to manage multiple tasks in a fast-paced environment. Prepare executive-level reports and presentations for internal stakeholders. Meet performance targets regarding service metrics and track complaints for continuous improvement. Foster excellent relationships with internal and external partners to enhance client satisfaction. WHAT DO YOU NEED TO SUCCEED? Bachelor's Degree or equivalent. 10 years of experience in mortgage services or banking. 10 years in a senior mortgage servicing role. 5 years of experience in a call center handling complaints or escalations. 5 years of experience creating executive-level presentations. 5 years working with high-net-worth clients. Strong leadership, communication, and organizational skills. Proficiency in Microsoft Office Suite. ADDITIONAL QUALIFICATIONS: Experience with Black Knight Mortgage Servicing systems is preferred. Strong analytical and problem-solving skills. Knowledge of mortgage servicing financial performance metrics. A client-focused, proactive approach to service. WHAT'S IN IT FOR YOU? Compensation: Starting base salary: $37.97 - $60.64 per hour, dependent on experience and qualifications. Benefits: Comprehensive healthcare coverage, 401(k) matching, career development opportunities, generous time-off policies, and specialized health benefits. ABOUT US: City National Bank was founded in 1954 and remains dedicated to helping clients succeed through exceptional service and integrity. We are a subsidiary of Royal Bank of Canada, committed to creating an inclusive environment for all employees. City National Bank is an equal opportunity employer, and we encourage applicants from diverse backgrounds to apply. All work must be done in a designated City National location unless specified as fully remote.

Created: 2026-03-11