Trust Operations - Client Services

Columbia Bank; Orange (CA); On-site; USD 34,000 - 47,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) retirement savings plan

Tuition assistance

Life and disability insurance

Paid vacation, sick days, holidays

Job summary

Columbia Bank is seeking a Trust Operations Specialist - Client Service to answer questions about private equity, real estate and private debt investments. You will research and resolve complex client inquiries while complying with KYC, GLBA, BSA, IRS and ERISA rules.

The role involves omni-channel support and professional client communication. Applicants should have a high school diploma or GED, a bachelor's degree preferred, and 2+ years in a customer‑success role with detailed transactions.

Qualifications

• 2+ years' experience in a customer success role involving highly detailed transactions.
• 1-2 years' experience in a fast-paced call center environment preferred.
• Certified IRA Services Professional (CISP) designation preferred.
• Self-Directed IRA Professional (SDIP) designation preferred.
• Proficient in IRC 4975, prohibited transactions and ERISA guidelines.
• Proficient in IRS Publication 590 and regulatory requirements.

Responsibilities

• Answer questions regarding investments and research complex issues to resolve client inquiries.
• Adhere to trust regulations, KYC and BSA/IRS rules and security standards.
• Provide superior omni-channel client service via chat, calls, emails and correspondence.
• Investigate account issues by analyzing investment activity and errors.
• Draft professional responses and manage client escalations.
• Identify, analyze and report trends to improve the client experience.
• Mentor new associates and contribute to process improvements.

Skills

Customer service

KYC compliance

Trust regulations

IRS/ERISA knowledge

Multi-tasking

MS Office

Banking software

Mentoring

Education

HS Diploma/GED

Bachelor's degree preferred

Tools

Trust accounting systems

Banking software

Job description

About The Role

The Trust Operations Specialist - Client Service answers questions regarding investments in private equity, real estate, private debt, and more. Effectively handles client inquiries by researching and analyzing complex issues. Adheres strictly to trust regulations and security standards including the customer identification program (KYC), the Gramm-Leach-Bliley Act, Bank Secrecy Act, Internal Revenue Code, and all other applicable banking and trust regulation set forth by the IRS and other regulatory agencies.

Acts as the face of the company at the frontlines of the customer service experience. Provides superior customer service through an omni-channel environment including chat, written correspondence, incoming calls, outbound calls, and emails to both internal and external parties such as clients, asset sponsors, financial advisors, attorneys, CPAs etc. Represents the company in a highly professional manner while resolving issues and communicating information confidently.

• Use working knowledge of various processes, asset types, and service levels across the firm to quickly analyze the root cause of issues and determine the correct course of action, following up on the item to ensure ultimate resolution.
• Mitigate company risk through following all security and fraud prevention requirements.
• Educate advisors, clients, and third parties on do’s and don'ts of alternative asset investing, working with the Company, applicable fees & fee schedules, timelines and procedures for account opening, funding and investing, and ERISA guidelines.
• Prepare and archive professional correspondence.
• Investigate account issues by analyzing investment and transactional activity and/or errors; complex compliance issues pertaining to IRS rules and regulations
• Identify, analyze, resolve and report on specific client requests and issues.
• Develop expertise to provide clients on-going support and assistance.
• Manage low level escalations, including ability to draft free form professional responses to client escalations and inquiries.
• Identify, recommend and potentially design and assist in the development and implementation of process improvements that enhance the client experience.
• Accurately file reports on client issues for management review.
• Analyze trends in client issues in order to facilitate service improvement.
• Other duties as assigned.

About You

• H.S. Diploma/GED required.
• Bachelor's Degree preferred.
• 2+ years' experience in a customer success role involving highly detailed transactions required.
• 1-2 years' experience in a fast-paced call center environment preferred.
• Working knowledge of trust accounting systems, IRAs, and Alternative Assets is preferred.
• Certified IRA Services Professional (CISP) designation with the American Bankers Association (ABA) preferred.
• Self-Directed IRA Professional (SDIP) designation from the Retirement Industry Trust Association (RITA) preferred.
• Proficient in IRC 4975, prohibited transactions and all other ERISA guidelines.
• Proficient in IRS publication 590 and regulatory requirements.
• Excellent verbal and written communication skills.
• Knowledge of operational procedures, practices and policies.
• Demonstrates the ability to sell Bank products and services.
• Able to mentor new associates through on the job training.
• Requires the ability to multi-task and work with over 25 software applications.
• Requires intermediate computer skills, including MS Office and banking software.
• Skill in basic troubleshooting: mobile devices, browsers, and other technology as it relates to online banking.
• Thorough understanding of products and services offered by bank. Advanced knowledge in specialty area.
• Excellent customer service skills and ability to work effectively with the public.

The pay range for this role is $25.00 to $34.00.

The pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation, and those details will be provided during the recruitment process.

Primary Location

Ability to work fully onsite at posted location(s).

1045 W Katella Avenue Suite 100 Orange CA 92867

Our Benefits

We are proud to offer a competitive total rewards package including base wages and comprehensive benefits.

We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.

Our Commitment To Diversity

Columbia Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: [e-mail].

To Staffing And Recruiting Agencies

Our posted job opportunities are only intended for individuals seeking employment at Columbia Bank. Columbia Bank does not accept unsolicited resumes or applications from agencies and Columbia Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Columbia Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.