Operations Support

About the role

Estate & Inheritor Services is a specialized team within Client designed to assist with the processing of client accounts during the inheritance process. The Estate & Inheritor Services Specialist will manage the transition of assets for individual clients, serving as a Subject Matter Expert for Client Wealth Management clients, financial advisors, client service associates, and branch management to facilitate inheritance and legacy transfers. The specialist will work closely with branches and other internal departments, provide support through various internal applications, and process paperwork in a virtual branch environment.

Responsibilities

• Provide dedicated one‑on‑one support for the client throughout the inheritance process, leveraging effective relationship‑management skills.
• Proactively communicate with clients by phone and/or email to deliver high‑level service, transparency, and empathy to clients and beneficiaries.
• Process and follow up client service requests to ensure timely completion.
• Set appropriate expectations with clients and beneficiaries in line with internal Service Level Agreements and ensure consistent follow‑up.
• Deliver world‑class customer service to both internal and external clients in all interactions.
• Research and resolve problems with both internal and external clients accurately and promptly.
• Leverage Client systems and ensure all case interactions are appropriately entered and documented.
• Actively manage, monitor, and document daily caseload using various technology resources.
• Apply firm verification policies for all clients to avoid identity theft and fraudulent activity.
• Stay current on SEC/Client compliance and firm guidelines, applying them to processing and interactions to ensure risk mitigation.
• Perform other ad‑hoc duties as assigned.

Qualifications

• College degree preferred.
• 3–4+ years financial services industry experience preferred, including client service interactions and knowledge of estates, trusts, retirement plans, account opening, and asset distribution processes.
• Basic clerical and administrative skills.
• Effective written and verbal communication skills.
• Excellent interpersonal and client service skills.
• Strong organizational skills, attention to detail, and excellent follow‑up abilities.
• Ability to research, resolve problems, and handle service inquiries, escalating when appropriate.
• Ability to efficiently handle a high volume of requests in a fast‑paced environment.
• Strong computer skills, including Microsoft Suite.
• Basic knowledge of Client systems and procedures.
• Self‑motivated and able to work effectively in a strong team and high‑activity environment.