IM&T Client Service Officer

GENERAL FUNCTION

The IM&T Client Service Officer serves as an Administrative Officer, managing investment management, individual retirement, and custody accounts with $2MM-$10MM in assets. Collaborates with the Private Bank Team to handle client administration, identify and refer fiduciary opportunities, and develop expertise in Traditional and ROTH IRAs. Additionally, services 250 households, managing approximately 600 accounts.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Banks risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Client Service and Account Administration:

• Frequent direct communication with clients- email and phone communication.

• Receive direct and indirect client requests.

• Resolve client service issues.

• Complaint resolution.

• Review daily account activity and reporting.

• Subject matter expertise regarding documentation requirements and ability to guide clients. through completing required forms.

• Proactive communication with client advisory team to assist in developing client solutions.

• Knowledge and understanding of client relationship.

• Coordinate with Advisors, client service team and other business partners to ensure client expectations are met.

• Coordinate with Middle Office on fulfillment of account administration:

• Attend one internal client pre-call meeting annually

• Sales and Service Activity: Actively participate in Life 360 and CRM to ensure overall Private Bank team is aware of client situation

SUPERVISORY RESPONSIBILITIES: None

MINIMUM KNOWLEDGE, SKILLS AND ABILITES REQUIRED:

• Bachelor's degree strongly preferred.

• Minimum 5 years of client service experience preferred.

• CTFA or other professional designation, obtained or working toward, preferred.

• Knowledge of investment management account types, basic, estate planning principles and financial planning.

• Effective time management skills and ability to multi-task.

• Strong client experience skills internally and externally.

• Excellent interpersonal and communication skills.

• Exhibits a sense of urgency and continuous improvement mindset.

• Ability to work in a team orientated/matrix environment.

• Strong computer/technical skills required: Ability to use all Microsoft Office software, including: Word, Excel, PowerPoint, Outlook, CoPilot.

WORKING CONDITIONS:

• Normal office environment.

• Extending viewing of computer screens.