Description
General Purpose
With direction from the Wealth Management Officers and guidance from Client
Support Associates III/IV staff, the Client Support Associate (CSA) II
performs daily client service and Wealth Management Officer support. Responds
to client requests, questions, and provides account information to clients
and Wealth Management Officers.
Essential Duties/Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.
Backs up the CSA I for directing incoming calls, greeting and directing
clients and visitors.
Fields questions regarding our Bank Wealth Management (ABWM) functions.
Facilitates client requests for deposits, transfers, trades and distributions.
Prepares account opening and closing documents to include checklist
maintenance, document generation and client follow-up.
Provides account maintenance by requesting and obtaining required documents
from clients.
Schedules appointments and account reviews between client and Wealth
Management Officers.
Conducts Annual Account Reviews with help from staff which includes AAR
administrative question completion, flagging maintenance concerns and
participating in administrative AAR meetings.
Provides Memorandum Ticklers to Management.
Learns ABWM processes, procedures, customer service standards and
organization.
Follows established processes and procedures, will develop his or her
processes to help him or her effectively complete his or her job.
Works to develop strong interpersonal relationships with other CSAs,
Operations Associates, Officers, clients and bank staff.
Begins ABA (American Bankers Association) and Individual Retirement
Account (IRA) classes.
Develops a basic understanding of operating systems including TrustPortal,
Reviewer, Investment Manager and Reporting.
Works on projects such as Synergy and others by request.
Regular and Reliable attendance is required as an essential function of this
position.
Performs other duties as assigned.
Employees are held accountable for all duties of this job.
Job Qualifications
Knowledge, Skills, and Ability:
Introductory basic knowledge of general investing and finance concepts
including ABWM's portfolios and investment vehicles.
Excellent written and verbal communication skills.
Superior interpersonal, organizational and client services skills.
Strong computer skills including proficiency in Microsoft Suite (Word,
Excel and PowerPoint), internet research.
Ability to operate multi-line telephone system and fax machines.
Ability to manage difficult customer situations.
Strong ability and understanding the necessity of maintaining confidentiality.
Ability and willingness to solicit feedback to improve customer service.
Skill and ability to present numerical data effectively.
Ability and willingness to identify and resolve problems in a timely manner
and to develop alternative solutions when needed.
Ability to balance team and individual responsibilities, adapt to changes in
the work environment, manage competing demands, prioritize and plan work
activities, and follow instructions.
Education or Formal Training:
High School Diploma or General Education Diploma (GED) equivalent required.
Associate's Degree required.
Bachelor's Degree preferred.
Experience:
Experience in the wealth management/financial planning industry is preferred.
Proficiency in Microsoft Word, Excel, PowerPoint, internet research
abilities, and strong communication skills required.
Prior customer service experience is required.
Previous work as a Client Support Associate I or similar in a banking
environment is preferred.
An equivalent combination of education and experience may be substituted on a
year to year basis.
Working Conditions
Working Environment:
This job operates in a professional office environment. This role routinely
uses standard office equipment such as computers, phones, photocopiers,
filing cabinets and fax machines.
Physical Activities:
These are representative of those which must be met to successfully perform
the essential functions of this job.
While performing the duties of this job, the employee is regularly required
to talk or hear. This is largely a sedentary role; however, some filing is
required; it would require the ability to reach for and lift files, open
filing cabinets and bend or stand on a stool as necessary. Specific vision
abilities required by this job include close vision, distance vision,
color vision, and ability to adjust focus. Employee may have to lift up to 25
Note: This job description is not intended to be an exhaustive list of all
duties, responsibilities, or qualifications associated with the job.
Starting Rate of Pay is from $19.00 to $24.00 per hour, depending on
experience.
For an overview of our employee benefits please visit:
Position anticipated to close April 30, 2024, or until filled.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against
employees or applicants because they have inquired about, discussed, or
disclosed their own pay or the pay of another employee or applicant.
However, employees who have access to the compensation information of other
employees or applicants as a part of their essential job functions cannot