Operations Specialist Trust

SUMMARY:

Establishes and maintains relationships and accounts for trust clients, providing quality service by applying through knowledge of the trust accounting systems, applicable security systems and procedures. Supports Trust officers with daily operational and administration activities and procedures. Contributes to Investment and Trust Department growth and profitability and meets established sales goals.

DUTIES AND RESPONSIBILITIES:

• Supports internal and external customers at every touch point including phone, email, text, online and in-person interactions to resolve questions and concerns. Builds relationships by communicating with professionalism and empathy. Takes ownership of the customer experience with a focus on positive outcomes and resolutions.
• Coordinates administrative functions with internal and external sources as they relate to the proper administration including checks, ACH, wire transfers; opens and closes accounts; maintains accurate records; verifies input and output.
• Research client inquires on a timely basis using multiple systems, answers client requests for reports, taxes, correspondence.
• Buys and sells securities as directed by client, trust manager and investment manager for trust accounts.
• Maintains trust software, staying current with updates, procedures, reports, etc.
• Performs duties of Assistant Trust Officer as needed.
• Adhere to the ethics, standards, and principals set forth in the Prudent Man Rule, Trust Policy Manual, Illinois Trust Code, and Trust Compliance.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong communicator. Expresses ideas and facts to individuals or groups effectively in a succinct and organized manner. Uses correct English grammar to organize and communicate ideas in words that are appropriate to listeners and situations.
• Strong interpersonal skills. Shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern and politeness to others.
• Identifies and analyzes problems; distinguishes between relevant and irrelevant information to make logical decisions; provides solutions to individual and organizational problems. Is open to change and new information; adapts behavior and work methods in response to new information, changing conditions, or unexpected obstacles. Adjusts rapidly to new situations warranting attention and resolution. Proficient in managing and resolving conflicts, confrontations, and disagreements in a positive and constructive manner to minimize negative personal and organizational impact.
• Displays a high level of initiative, effort and commitment towards completing assignments in a timely manner, works with minimal supervision; is motivated to achieve; demonstrates responsible behavior.
• Advanced computer skills with expertise in Microsoft Office products including Word and Excel and strong math skills.
• Strong working knowledge of trust accounting and security systems to assure accurate record keeping.

QUALIFICATIONS:

• Associate degree preferred and/or three years of related work experience; or the equivalent combination of education and experience.
• Trust and investment experience preferred.

COMPETENCIES:

• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.