Service Specialist Team Leader--Trust & Wealth Management

About the Role

The Service Specialist Team Leader oversees the daily activities of the Service Specialist team within the Bank’s Wealth Management Group. This role ensures the delivery of exceptional client service and operational excellence by supervising workflows, coaching team members, and serving as an escalation point for complex client needs. The Team Leader collaborates with wealth advisors, trust officers, portfolio managers, and operations teams to ensure client satisfaction, adherence to fiduciary standards, and continuous improvement of service delivery processes.

Responsibilities

• Team Leadership & Management
  • Lead, coach, and mentor a team of Service Specialists, fostering a culture of client-first service, accountability, and collaboration.
  • Monitor daily workflow, delegate responsibilities, and ensure timely, accurate completion of client service requests.
  • Provide training and guidance on systems, procedures, compliance requirements, and best practices.
  • Conduct regular team meetings to communicate updates, reinforce standards, and align with business goals.
  • Communicate regularly with Director of Wealth Management to ensure appropriate oversight of service and operational needs are achieved for the department.
• Client Service Oversight
  • Act as an escalation point for complex or sensitive client requests and issues.
  • Ensure all transactions, account servicing, and documentation meet compliance, regulatory, and fiduciary standards.
  • Partner with wealth advisors to support the delivery of superior client experience and execution of the “client experience model.”
  • Review service quality, client feedback, and service level metrics to identify improvement opportunities.
• Operational Excellence
  • Oversee the processing of account openings, transfers, maintenance, and transactions to ensure accuracy and timeliness.
  • Develop, maintain, and enforce consistent operating procedures across the service team.
  • Collaborate with internal partners (trust operations, portfolio management, line of business partners, and compliance) to resolve service issues.
  • Identify opportunities to streamline processes, improve efficiency, and enhance client satisfaction.
• Business Support & Collaboration
  • Support Wealth Management leadership in achieving client retention and growth objectives by maintaining high service standards.
  • Oversee, execute, and report on special projects as assigned by Wealth Management leadership.
  • Assist in onboarding new advisors and service staff to ensure seamless integration into the team.
  • Contribute to client events, communications, and strategic service initiatives.
  • Provide reporting on service team performance, workflow volume, and key operational metrics.
• Compliance & Risk Management
  • Ensure adherence to bank policies, fiduciary standards, and regulatory requirements.
  • Mitigate risks by maintaining rigorous documentation and audit readiness.
  • Promote a culture of compliance, integrity, and client confidentiality within the team.
• Other Duties
  • Treat people with respect; keep commitments; inspire the trust of others; work ethically and with integrity; uphold organizational values; accept responsibility for own actions.
  • Perform the position safely, without endangering the health or safety of themselves or others, and report potentially unsafe conditions.

Requirements

• Education: Bachelor’s degree preferred; equivalent financial services or leadership experience considered.
• Experience:
  • 5-7+ years in client service, wealth management operations, or related financial services roles.
  • 2+ years of supervisory or team leadership experience preferred.
  • Familiarity with investment products, trust services, and financial planning operations is strongly preferred.
• Skills:
  • Strong leadership, coaching, and team development abilities.
  • Excellent communication, interpersonal, and client service skills.
  • High attention to detail with strong organizational and problem-solving capabilities.
  • Ability to manage multiple priorities and work effectively under pressure while executing leadership goals and projects for the department.
  • Proficiency with Microsoft Office, CRM platforms, and wealth management account systems.
  • Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

Please note that this job description is not inclusive of all activities, duties, or responsibilities that are required of this position. Duties, responsibilities, and activities are subject to change at any time with or without notice.