Client Services Representative

ApTask; Cleveland (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

KeyBank Wealth Management is seeking a Systems Support Professional to assist fiduciary trust systems, answer inquiries, and coordinate issue resolution. You will set up access for KeyLink, Wealth Portal, Payweb, Stellar, and Wealth Direction, and log issues in Service Now.

Responsibilities include daily and monthly reporting, maintaining SharePoint, and communicating with Trust Officers and staff nationwide. Strong analytics, communication, and PC skills are essential.

Qualifications

• Undergraduate degree in a business or technology related field; extensive experience may be substituted.
• Minimum of three years experience in bank operations, trust administration, wealth management, and/or technology operations.
• Must have a client first attitude and sense of urgency for problem resolution.
• Excellent analytical and problem-solving skills.
• Strong written and oral communication skills.
• Above average PC skills including MS Excel, Word, and PowerPoint.

Responsibilities

• Answer general inquiries, research, coordinate and resolve operational and system issues/problems.
• Set up KeyLink and Wealth Portal access for clients.
• Set up Payweb and Stellar access for clients.
• Set up Wealth Direction access for clients and troubleshoot when necessary.
• Verify correct coding in KeyLink and facilitate corrections if needed.
• Log Service Now tickets and process daily/ monthly reports.
• Communicate with Trust Officers, Portfolio Managers and Associates nationally.
• Establish and maintain relationships with LOB and Operations staff.
• Participate in committees and assist in testing and implementation for KeyLink and other systems as appropriate.
• Backup other team members and assist in special projects.

Skills

Client-focused attitude

Analytical problem solving

Excellent communication

MS Excel

MS Word

MS PowerPoint

SharePoint

ServiceNow

Education

Undergraduate degree in business or technology related field

Tools

KeyLink

Wealth Portal

Wealth Direction

IBX Tools

Salesforce

Cognos

SharePoint

Job description

The purpose of this position is to support KeyBank’s Wealth Management business with a focus on the bank’s fiduciary trust systems. The position will support the people, products, processes and technologies associated to this part of the business. Answer general inquiries. research, coordinate and resolve operational and system issues/problems.

Set up of KeyLink and Wealth Portal access for clients.

Set up Payweb and Stellar access for clients.

Set up Wealth Direction access for clients and trouble shoot when necessary.

Advent/Data Aggregators/Insignis MSCI set up requests.

Verify correct coding in KeyLink to determine if certain errors are a result of incorrect coding. If so, facilitate correction of system coding.

Research issues to identify problems/issues as they occur (isolated) or global issues and work with appropriate technology partners to resolve.

Log Service Now tickets on system issues.

Process daily IBX and OBI reports.

Process monthly Wealth Portal Reports.

Send out Weekly Communications, including critical technology platform alerts.

Manage and update SharePoint site.

General first line of support for Wealth internal users.

General maintenance and system messaging.

Communicate orally and in writing with Trust Officers, Portfolio Managers and Associates nationally as well as Trust Operations Managers and staff.

Establish and maintain strong working relationships with LOB and Operations staff.

Participate in committees and assist in testing and implementation for KeyLink and other systems as appropriate.

Participate in upgrade and disaster recovery tests, requires limited off-hours, weekend

Testing.

Conduct extensive research and problem resolution. Research the most complex issue’s pertaining to each Operational Area in Trust -Statement Preparation, KeyLink, Wealth Portal and Wealth direction.

Backup other team members

Special projects as needed

Undergraduate degree in a business or technology related field, extensive experience may be Substituted.

Minimum of three years experience in areas of bank operations, trust administration, wealth management, and/or technology operations.

Must have a client first attitude and possess sense of urgency for problem resolution.

Excellent analytical and problem-solving skills.

Strong written and oral communication skills.

Above average PC skills including MS Excel, Word, and PowerPoint.

Experience with KeyLink (Global Office), Wealth Portal, Global Plus, IBX Tools, Salesforce, Cognos and Wealth Direction.

Is dedicated to meeting the expectations and requirements of internal and external customers. Knowledgeable about how organizations function; knows how to get things done both through formal channels and informal network.

Knowledgeable in current and future policies, practices, and trends in the investment management business.

Integrity and trust

Exhibits great attention to detail.

Ability to work independently and in larger team-based environments.