Trust Onboarding Specialist

Responsibilities

• Manage the intake of trust referrals, onboard trust new business, and deliver outstanding client experiences through the process.
• Understand and employ NAT’s risk management standards and practices.
• Prepare documentation for the Trust Risk review process.
• Work with contra firms to obtain and complete paperwork and titling requirements in order to transfer assets.
• Produce Trust Synoptics for both Trust Officers and Advisor partners.
• Develop and manage the process to guide advisors through the company’s trust referral journey.
• Monitor and follow up on trust referrals.
• Work closely with the other production teams to book and manage unique assets, including real estate, closely held assets, mineral interests, and insurance policies.
• Work closely with BSA/AML officers to ensure proper KYC documentation.
• Monitor the submission of life event notices to various teams.
• Provide thorough and timely follow-up of phone and email inquiries, while providing an excellent client experience.
• Service callers with professionalism, sense of urgency, follow-up and resolution while updating response and resolution in CRM.
• Maintain high quality metrics for assigned responsibilities.
• Utilize case management (CRM) according to department operating standards.
• Collaborate with clients and internal partners to establish, maintain, and support National Advisors Trust best practices and service standards.
• Prepares Trust New Business Reporting for Management.
• Provide support for other projects as required.
• Foster a partnership with our clients and provide training and support of various self service functions.
• Initial account setup to funding.
• New trust account funding.
• Communicate and resolve inquiries with the various service teams at Charles Schwab and Fidelity.
• Effective use of technology and self-service to resolve internal and external inquiries.
• Maintain appropriate levels of confidentially both internal and external to the organization.

Competencies

• Customer Focus
• Quality Orientation
• Computer Literacy
• Empathy
• Oral Communication
• Written Communication
• Accountability
• Adaptability
• Teamwork

Experience

• Associates degree or equivalent preferred.
• 2+ years of trust environment experience or law firm preferred.
• 2+ years of client services experience required.
• Possess strong business acumen and the ability to make timely and sound business recommendations.
• Outstanding relationship building skills and service skills across a wide variety of discipline backgrounds to help achieve results.
• Excellent attention to detail.
• Excellent critical thinking acumen.
• Demonstrated ability to effectively be agile in a hands-on, fluid, entrepreneurial environment.
• Highly motivated self-starter capable of working in a team environment.
• Experience with trust accounting systems (AddVantage preferred).
• Intermediate experience Microsoft Office Applications (Word, Excel, Outlook, PowerPoint).
• Experience with mail mergers in Word and Adobe, preferred.