Relationship Manager, Client Experience - Greater Toronto Area
2 days ago

Job description
Responsibilities
- Develops and maintains contact with clients via meetings, phone calls and email to strengthen the relationship and ensure excellent client service.
- Identifies industry trends and issues and monitors the competitive landscape to determine potential needs, issues or concerns based on general knowledge of the client.
- Provides information to clients on a timely basis regarding industry news, company initiatives, services, products and upcoming changes to policies, processes and technology.
- Reviews client inquiry activity and service performance to develop action plans that promote use of technology and self-service and reduce inquiry volumes.
- Analyzes escalated operational issues and partners with stakeholders to resolve client issues.
- Monitors client service delivery to ensure adherence to CIBC Mellon's policies and governance requirements and manage risk.
Qualifications
- 5 years industry experience preferably in client service and/or sales capacity
- Solid understanding of asset servicing technologies, client operations and the competitive market
- Effective interpersonal and communication skills to maintain solid client relationships and coordinate with service delivery teams
- Analytical abilities to independently respond to technical client inquiries and resolve issues
- Relationship management and negotiation skills to help gain client buy-in to policy, product, pricing and technology changes.
- Action-oriented to executive on action plans and ensure delivery of excellent client service.
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