Senior Trust Administrative Associate

SUMMARY:

The Senior Trust Administrative Associate (TAA) will provide team lead support for the TAA group in conjunction with the TAA Manager. Additionally, the Sr. TAA will work with the trust compliance officer (TCO) on matters pertaining to corporate governance, quality assurance and general office management. Performs all administrative duties associated with wealth management accounts. Trains and provides guidance to the TAA team. Has direct client contact in a support role. Responsible for providing exceptional client service and will work closely with other members of the Trust and Asset Management Department to build profitable long-term relationships and a high level of customer satisfaction.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

1. Assists select Wealth Management Officers and Single Point of Contact Officers with client servicing function.
2. Monitors the resolution of client service issues.
3. Prepare client communications as needed.
4. Responds to routine requests from clients regarding their accounts.
5. In absence of Wealth Management Officer, serves as primary contact with clients.
6. Coordinates client bill payment, if requested by client.
7. Coordinates on demand distribution requests, future dated or recurring distribution requests.
8. Coordinates retirement distributions.
9. Tax - Coordination both internally and externally to ensure tax preparation is completed for agency, fiduciary and paid preparers. Follow up coordination to ensure amounts due and quarterly tax estimates are submitted appropriately and in a timely fashion.
10. Assists clients with online account access issues.
11. Works with CC5 retail and operations to provide full customer service to client.
12. Collaborates with colleagues in WMS and outside vendors regarding the client experience.
13. Provides any support necessary to promote and facilitate the acquisition of new customers for the Bank.
14. Assists Trust and Compliance Officer (TCO) with governance tasks such as AAC, TAC and Trust Committee preparation and reporting.
15. Serves as liaison with Executive Office on matters pertaining to TAM administration such as gifts and memorials.
16. Serve as liaison to other bank departments on matters pertaining to management of TAM locations such as security, equipment and supplies.

Operational Functions:

1. Interacts with colleagues in Trust and Asset Management Department as well as external contacts, such as accountants, attorneys, clients and beneficiaries.
2. Assists by gathering and providing account opening documentation for new accounts to be opened on various systems, initiates and coordinates all administrative duties associated with new and existing trust, estate, asset management and custody accounts.
3. Verifies account set-up and service for accuracy and completeness; researches problems and prepares corrections related to set-up.
4. Communicates with appropriate internal and external personnel to ensure account information is processed within scheduled timeframes; researches and resolves any discrepancies.
5. Reviews accounts for system compatibility and ensures all information is present and usable from a systems perspective; Helps develop creative solutions to system constraints.
6. Supports the Departments online portal. Resets client passwords when they are locked or expired. Troubleshoots client hardware and software issues.
7. Ensures that all necessary client documentation is completed according to policy guidelines.
8. Gathers and delivers data required for the preparation of tax returns.
9. Coordinates the distribution, delivery and transfer of assets.
10. Coordinates the delivery of client statements and other periodic reports.
11. Reviews daily, intra-day and monthly reports to monitor account cash.
12. Performs task associated with retail or TAM operations projects.
13. Other duties as assigned by supervisor

Team Lead Responsibilities:

1. Participates in the development of the TAA team by sharing best practices, and mentoring.
2. Collaborates with Trust Operations Officer and TAA Manager on monthly meeting agenda and discussion topics.
3. Participates in new hire on-boarding and mentoring. Coordinate training opportunities.
4. Serves as back-up for TAA Manager.

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS: (Minimum education required to perform the duties of this position)

• Bachelor's Degree or equivalent work experience required. Additional coursework in trusts preferred and may be required as professional development.
• Notary Public, or willingness to obtain.

KNOWLEDGE, SKILLS & ABILITIES:

• Minimum four years' experience in trust or fiduciary administration required
• An understanding of probate, estates, trusts, and tax law, as well as basic accounting principles is required.
• Knowledge of trust operations system capabilities is desired.
• Commitment to continuing education.
• Interpersonal skills, with the ability to work on and prioritize multiple tasks and projects at one time and work independently with superior attention to detail.
• Along with analytical, decision making and communication skills, the position requires personal work habits and attitudes that enhance the overall professional dimension of our organization and contribute directly to successful job performance.
• Knowledge of Bank products and services.

COMPETENCIES:

• Must have cyber security awareness to protect the digital environment, the Bank, and customers.
• Problem Solving
• Relationship Building Skills
• Excellent Verbal and Written Communication Skills
• Critical Thinking Skills
• Technology Savviness/Digital Enthusiast
• Financial Comprehension
• Adaptability and Flexibility
• Eager Learner
• Learning Agility
• Superior Customer Service