Member Services Manager

SCHEDULE Full-time; Typical Hours are Monday through Friday (8:00 am - 5:00 pm). BENEFITS Our employees are our most valuable assets, so we invest in them with a comprehensive and competitive benefits package. Our philosophy of taking care of the customer extends to taking care of our employees so that they, in turn, can take good care of themselves and their families. Join Hills Bank and let us surprise you with even more perks! SCOPE The primary responsibility of this position is for the day-to-day management of the Fiduciary Service Center, including supervision of related administrative staff. Ensure that staffing is adequate to perform the duties necessary to support the front office staff on a daily basis. Responsible for ongoing development and improvement of related policies and procedures through identifying and implementing industry best practices. In addition, this position will actively participate in the development and retention of the department's trust and estate administration, with the objective of profit for the Bank and quality service to customers. ACCOUNTABILITIES Supervisory and Staff Development Supervise all levels of Trust Administrator staff. Maintain current job descriptions and facilitate the hiring process for staff within this area. Ensure proper training program and continuing education opportunities for staff. Develop best practices for activities involving account administration, especially focused on coordination between middle and back office as well as middle and front office. Departmental Improvement and Leadership Serve as a liaison to core operations, trust accounting and trust compliance areas in order to determine best practices and efficiencies in procedures that cross over several departmental disciplines. Work with other departments of the Bank to ensure complementary procedures for transactions that are similar in nature (e.g. wires, cash handling, fraud, information security, records retention). Develop and maintain relationships with key trust accounting system vendor contacts. Oversee and manage issue ticketing process with various vendors. Assist risk and compliance staff with audit and exam duties and related follow-up. Organize and facilitate the monthly Trust Administration Committee meetings. Business Development and Brand Marketing Assist with sales process and events. Sustain and develop relevant relationships with the local market area legal and accounting and professional community to enhance and garner business opportunities. Cross-sell commercial, retail and mortgage banking services and products to Trust and Wealth Management customers. Establish and promote personal and department reputation for exemplary customer service. Account Administration and Training Be able to serve in either a primary or backup capacity for account administration and training duties in all Fiduciary Service Center roles, both for purposes of emergency coverage and also to maintain a base working knowledge of the functions required for those positions. EDUCATION AND SPECIAL REQUIREMENTS Bachelor's degree (B.A.) from four-year college or university; or ten years related experience; or completion of professional designation in a related field (e.g. Cannon Financial Institute, American Bankers Association, etc). Supervisory experience strongly preferred or equivalent leadership experience Must demonstrate proficiency in Trust Accounting Platform and other systems which represent core elements of our work environment (will receive training). Must have working knowledge of Excel spreadsheets and basic database management. Must be able to operate PC and printers, copier, adding machine and fax machine. EQUAL OPPORTUNITY EMPLOYER/VETERANS/DISABILITY #J-18808-Ljbffr