Sales Ops Service Mgr-RBC/CNB Synergies

City National Bank; Wilmington (DE); On-site; USD 65,000 - 104,000; Full time

Benefits offered by this job

Comprehensive healthcare coverage

Generous 401(k) company matching

Tuition reimbursement and training

Time away benefits

Fertility and health programs

Career mobility support

Diversity and inclusion programs

Job summary

City National Bank in Wilmington, DE seeks a Sales Ops Service Manager to service Relationship Manager/Banking Advisor clients and relieve them of account operations. You will handle deposits, wires, and account activity, while resolving inquiries and identifying cross-sell opportunities.

Maintain compliance and risk controls across daily servicing tasks. The role emphasizes customer service excellence, cross-functional collaboration, and adherence to bank policies.

Qualifications

• Bachelor's degree or equivalent required.
• Minimum 5 years in client service, banking operations or related support.
• Extensive knowledge of deposits, cash management and related banking services.
• Strong interpersonal, verbal and written communication skills.

Responsibilities

• Serve as primary liaison between client and bank units to ensure satisfactory resolution of requests.
• Resolve inquiries/complaints and cross-sell a broad range of bank services.
• Review deposits, approve transfers, and manage wires within authority.
• Maintain up-to-date knowledge of account activity and risk controls.
• Assist with KYCs, disclosures, and ongoing client communications.
• Support relationship managers and ensure accurate and timely servicing.

Skills

Bachelor's Degree

Client service

Banking operations

Bank products

Education

Bachelor's Degree

Job description

SALES OPS SERVICE MGR-RBC/CNB SYNERGIES

WHAT IS THE OPPORTUNITY?

Provides day-to-day servicing for Relationship Manager/Banking Advisor clients, and relieves the Relationship Manager/Bank Advisor from performing account specific operational responsibility. Resolves client inquiries/complaints and identifies cross-selI opportunities by assessing deposit portfolio and client needs. Works directly with clients in all areas of deposit operations (e.g., wires, new deposit accounts, checking and savings account activity, Mobile Banking, Online Banking, CDs, loan payments and advances, etc.). Provides clients with accurate, timely and extensive information to ensure quality service and client retention. Oversees the risk associated with the operational aspects of client servicing and transaction processing for the portfolio supported.

WHAT WILL YOU DO?

• Client Services

• Act as primary liaison between the client and all areas of the bank. Perform follow up with all client requests to ensure completion and satisfaction.

• Resolve client inquiries and complaints and take appropriate action to prevent future problems. Contact clients regarding overdrafts (or other related problems) and perform follow-up necessary to resolve situation. Determine appropriate method of approach.

• Analyze client needs in order to cross-sell a wide variety of Bank services. Introduce clients to appropriate area within the Bank such as Wealth Management, International, and Treasury Management. Maintain complete knowledge of all bank products and services.

• Participate in cross sell activities with the Relationship Manager/Banking Advisor, as appropriate.

• Risk Management/Compliance

• Perform deposit operations-related activities within the department. Review and process deposits. Approve checks for cashing. Prepare and approve (within authority) outgoing wire transfers. Initiate debit and credit entries to checking/saving accounts for transfers, branch settlements, loan payments, etc. Assist with inquiries and transactions related to mobile banking and online banking activities.

• Review deposits and either approve, decline, or place holds on immediate credit based on knowledge of clientele, account balance, account history and other related factors, within delegated authority. Process/approve transfers, overdrafts, and waivers of fees, within specified authority limit.

• Maintain up-to-date knowledge of account activity by reviewing various reports (e.g., overdraft reports, large item reports, UCF, New Accounts reports, etc.) on a daily basis. Identify potential problems and take appropriate action necessary to avoid financial loss to the Bank.

• Ensure early identification and proper escalation of potential risk to appropriate level of authority.

• Facilitate new deposit account requests by providing disclosures, gathering documents and initiate ongoing communication with the client.

• Complete KYCs for new clients/entities/loans.

• Approve items from Banking Offices, EIP, Non Post, etc.

• Maintains and update DARS report.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

• Bachelor's Degree or equivalent

• Minimum 5 years’ experience in client service, banking operations or banking relationship management support required.

• Minimum 5 years’ experience in a banking or financial services environment required

• Minimum 5 years of experience with bank products and services (e.g. deposits, wealth management, cash management, international, etc.) required.

Additional Qualifications

• Bachelor's Degree preferred

• Excellent risk management knowledge.

• Strong interpersonal, verbal and written communication skills in order to effectively interact with clients and bank colleagues at all levels.

• Solid knowledge of all phases of operations (e.g., installment loans, new accounts, loan payments, statement handling, wires).

• Excellent analytical skills.

• Strong Microsoft Office Suite skills (e.g., Word, Excel, Outlook).

WHAT'S IN IT FOR YOU?

*Compensation*Starting base salary: $65,296 - $104,304 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

Benefits and Perks

At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:

• Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date

• Generous 401(k) company matching contribution

• Career Development through Tuition Reimbursement and other internal upskilling and training resources

• Valued Time Away benefits including vacation, sick and volunteer time

• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs

• Career Mobility support from a dedicated recruitment team

• Colleague Resource Groups to support networking and community engagement

Get a more detailed look at our Benefits and Perks.

ABOUT US

Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.

Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.