Client Service Specialist

Job Description

Job Description

THE GLENVIEW TRUST COMPANY

WEALTH MANAGEMENT CLIENT SERVICE SPECIALIST

BASIC FUNCTION

The Client Service Specialist provides administrative support to the Trust Principals, including calendar management, organization and prioritization of documents and files, and coordination of meetings and conference calls, as well as required materials. The Client Service Specialist resolves concerns, including financial matters, and serves as the initial contact for Glenview clients and beneficiaries. The Client Service Specialist takes action on behalf of clients within Client Service Specialist authority, directing other client questions and issues to the appropriate party for response. This position executes the administrative functions associated with the opening, closing and transfer of assets for client accounts. The Client Service Specialist position also assists with the administration and monitoring of selected assets. This position also ensures all accounts are updated with changes in client information and communicates those changes to appropriate parties.

ORGANIZATIONAL RELATIONSHIPS

Reports to:

Supervises:

Client Services Coordinator

This position has no supervisory responsibilities.

SPECIFIC DUTIES AND RESPONSIBILITIES

1. Resolves concerns and takes action on behalf of clients, including certain financial transactions within Client Service Specialist authority, and directs other client questions and issues to the appropriate party for response. Has authority to commit Company financial resources to a pre-determined level to resolve client issues.
2. Collect and review information regarding the client’s income, assets, investments, or debts.
3. Serves as the initial contact for clients and beneficiaries. Performs functions related to contact and communication with clients and beneficiaries, including scheduling annual contact plan meetings for Trust Principal and updating contact plan information in Salesforce.
4. Provides administrative support to the Trust Principal, calendar management, organization and prioritization of documents and files, and coordination of meetings and conference calls, and timely preparation of any required materials.
5. Prepares and assembles meeting materials for the Trust and Investment Principals, including the gathering of data, updating previous data and formatting of presentation materials.
6. Assists the Trust Principal with new client set up and welcome standards. Prepares new account opening memo and other forms or documents for Trust Principal’s review.
7. Establishes and updates beneficiary and recipient name and address records, statement cycles, cash distributions, and other communications related to clients.
8. Answers client telephone calls and returns missed calls within 24 hours. Conducts proactive calling within prescribed contact standards.
9. Composes letters and documents for Trust Principal’s signature as required.
10. Clears or pends overdrafts according to established banking and company procedures or upon specific direction of the Trust Principal, reviews daily activity for correctness, proper posting, and overdrafts.
11. Posts deposits to accounts.
12. Establishes and processes disbursements, tracks credit advices, reviews and establishes bill pay process for reoccurring client bills and pays non-reoccurring bills. Completes financial transactions and processes personal and charitable cash gifts within Client Service Specialist authority and/or as directed by Principal.
13. Documents discretionary distributions with appropriate forms, for Principal review.
14. Provides maintenance to trust system for account and client information as needed or directed. May prepare Account Opening and Closing forms for Trust Principal’s review and approval.
15. Establishes alerts when needed and as directed by Principal. Monitors and completes actions, as necessary.
16. Works with Operations to establish and maintain payroll information for client employees as directed by Principal.
17. Creates estate planning folder when directed. Sends original documents to the vault and copy to estate planning files and Smart Search. Updates Salesforce estate planning tab. Updates flow charts as needed by Principal.
18. Establishes and updates family office reports and customized spreadsheets or as directed by Principal. Disseminates to client on pre-determined schedule.
19. Assists with tax processing as required by Principal.
20. Performs research and projects as requested by Principal.
21. Provides general office support and office housekeeping as needed.
22. Attends Company and industry-related meetings, as required.
23. Establishes individual goals which are aligned with the Company's business strategies and objectives.
24. Functions as a contributing member of the department's team and other teams, as assigned.
25. Performs other duties, including special projects, as assigned by executive leadership.

STANDARDS OF PERFORMANCE

1. Excellent organization and calendar management support for Trust Principals.
2. Ongoing attention to the image and standard of professionalism for both the Trust Principal, as well as the Company.
3. Professional and timely communications with clients and appropriate parties.
4. Timely and accurate input of data related to clients in the Glenview Trust Company systems.
5. Timely and accurate preparation of meeting materials.
6. Accurate and timely completion of projects and/or reports.
7. Prompt response to missed calls.
8. Maintenance of Company and client information in a confidential manner.

MENTAL AND PHYSICAL REQUIREMENTS

1. Ability to manage a large volume of complex tasks and meet required deadlines of the company and its clients.
2. Ability to communicate effectively and professionally with clients, beneficiaries, and affiliated parties.
3. Ability to maintain a high level of concentration with frequent time pressures and constant interruptions.
4. Ability to sit for extended periods of time.
5. Ability to maintain sustained visual attention for considerable periods of time.

working environment and conditions

1. This position involves working within an indoor office environment around general office equipment, including computers and workstations.

EDUCATION, Experience and TRAINING

1. Minimum of a 2-year Associate degree required; 4-year Bachelors’ Degree preferred.
2. Minimum of 5 years’ experience providing administrative support.
3. Experience within a legal or financial organization with experience in Trust Administration preferred
4. Experience managing relationships with high profile clients.
5. Demonstrated ability using the Microsoft Office suite, particularly Word, Excel and PowerPoint required
6. Salesforce experience a plus.

Glenview Trust is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, or any other category protected by law.