Trust Operations Leader: Quality & Client Experience

Columbia Bank; Denver (CO); Presencial; USD 65.000 - 97.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare coverage

401(k) match

Life insurance

Disability insurance

Tuition assistance

Mental health resources

Identity theft protection

Discount marketplace

Paid time off

Volunteer days

Descripción de la vacante

Columbia Bank in Denver, CO seeks a Trust Operations Supervisor- Quality & Client Experience to lead quality assurance of calls, emails, and client communications, ensuring compliance with KYC, GLBA, BSA, and other regulations while supporting call center teams.

The Supervisor evaluates interactions to ensure call center employees adhere to policies, procedures, and security standards, and serves as a subject matter expert for operational best practices.

Formación

• Bachelor's degree in related field or equivalent financial services experience required.
• 5+ years financial services experience in client facing or quality assurance with reviewing calls.
• 1-2 years leadership experience including leading a team of employees in a financial services role with responsibility for complex or escalated workflows required.
• 5+ years alternative investment experience preferred.
• Certified IRA Services Professional (CISP) preferred.
• Self Directed IRA Industry Professional (SDIP) preferred.
• Comprehensive knowledge of best practices related to operations and client service, and prior experience coaching employees, including oversight of complex client interactions and higher-risk processes.
• Comprehensive knowledge of financial services industry products and compliance requirements.
• Demonstrated quality control review skills and experience training team members.

Responsabilidades

• Conducts monthly quality assurance reviews of calls, emails, and other client communications to evaluate adherence to policies and regulatory standards.
• Documents quality review findings, identifies trends, and communicates results to call center managers for coaching and training.
• Identifies knowledge, process, or compliance gaps and recommends training or procedural improvements.
• Supports managers in collecting, monitoring, analyzing, and reporting team performance and quality metrics.
• Periodically reviews procedures, job aids, and training materials to identify opportunities for improvement.
• Assesses client escalations and recommends process improvements based on client experience.
• Communicates professionally with clients and assists with formal complaints when needed.
• Operates as SME and resource for call center staff on procedures and systems.
• Identifies opportunities to improve operational efficiency and client experience.
• Supports cross-functional projects and initiatives as assigned.

Conocimientos

Quality assurance experience

Leadership

Client-facing experience

Regulatory knowledge

Coaching/mentoring

Analytical skills

Educación

Bachelor's degree or equivalent financial services experience

Herramientas

Microsoft Office

Descripción del empleo

Columbia Bank in Denver, CO seeks a Trust Operations Supervisor- Quality & Client Experience to lead quality assurance of calls, emails, and client communications, ensuring compliance with KYC, GLBA, BSA, and other regulations while supporting call center teams.

The Supervisor evaluates interactions to ensure call center employees adhere to policies, procedures, and security standards, and serves as a subject matter expert for operational best practices.