Client Support Manager - Personal Trust

This position provides operational support to the Bank's personal trust clients and in-depth administration support to Trust Officers, ensuring exceptional customer service. The CSM assists clients with their needs and exercises independent judgement as it relates to individual accounts, ensuring compliance with all internal policies and procedures as well as with Bank regulatory requirements.

Essential Functions

• Assists in opening and closing accounts, maintains regular client contact, and responds to client questions (both written and oral) in a timely manner, ensuring superior service levels
• Analyzes and researches account matters and makes recommendations to the client and/or Trust Officer as appropriate
• Coordinates and processes bill payment, disbursements, checks, transfers, wires, and deposits to and on behalf of clients, consistent with account documents
• May assist with discretionary distribution process with Trust Officer guidance
• May assist with the preparation of administrative, real estate, and unique asset reviews, and related committee follow-up tasks
• Coordinates payroll for employees of clients, interacting with external vendors as appropriate
• Prepares quarterly tax estimates and processes real estate tax payments for client accounts
• Creates client correspondence, spreadsheets and reports as needed, including follow-up lists for committees and special projects as appropriate
• Participates in client meetings as necessary
• In consultation with Trust Officer, may refer to trust agreements and related documents for trust administration purposes
• Monitors accounts on a daily basis for cash overdrafts and assists Trust Officer in forecasting client cash needs for distributions
• Assists with receipt, set-up and release of client assets
• Complies with all banking regulations and our own Bank policies and procedures
• Performs miscellaneous administrative functions, including but not limited reviewing daily mail, coordinating client correspondence and special mailings, photocopying, filing, document retention, and compiling marketing materials
• Provides critical back-up for other Client Support Managers within the department
• May participate in committees, sub-committees, panels, and other work groups as appropriate

Required Education, Experience and Skills

• High School diploma or equivalent
• One year experience as a trust assistant and/or Minimum of two years' experience in an administrative role supporting client service professionals; a minimum of two years banking experience and/or supporting personal trusts preferred
• Proven written and verbal communication skills, with strong emphasis placed on responsiveness and customer service skills
• Excellent interpersonal skills, exhibiting a high degree of professionalism
• Strong team orientation and demonstrated work ethic
• High degree of accuracy and attention to detail
• Excellent problem-solving skills and ability to make decisions to resolve problems
• Strong organizational and time management skills
• Computer proficiency, including proven mastery of Microsoft Word and Excel, virtual meeting software