Relationship Manager, Client Experience

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.