Trust Operations Specialist - Client Service

Columbia Bank; Denver (CO); On-site; USD 32,000 - 41,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) retirement plan

Paid vacation and holidays

Life and disability insurance

Job summary

Columbia Bank is seeking a Trust Operations Specialist - Client Service to answer questions about investments and research complex client issues. You will act as the front-line representative, delivering top-tier service across chat, calls, emails, and written correspondence.

The role requires organizational skills, ability to handle multiple tasks, and knowledge of security regulations (KYC, BSA, IRS rules). The position is onsite at Denver, CO with a competitive benefits package.

Qualifications

• Requires High School Diploma or equivalent.
• One year of related experience preferred.

Responsibilities

• Analyze and resolve client inquiries by researching complex issues.
• Adhere to trust regulations and security standards including KYC and BSA.
• Provide superior service via omni-channel channels (chat, calls, emails).
• Identify root causes of issues and determine correct course of action.
• Escalate and draft professional responses for client inquiries.
• Educate advisors and clients on asset investing processes and fees.

Skills

Customer service

Communication

Time management

Problem solving

Education

High School Diploma

Tools

PC/Windows environment

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

• High School Diploma or equivalent certificate required.


• 1 year — One year of related experience (Pref)


• Prior financial services experience in a transaction processing environment. (Pref)


• Must be highly organized with the ability to handle multiple tasks at one time.


• Excellent organizational, time management, problem prevention and problem-solving skills.


• Excellent communication skills.


• Ability to thrive in a team-oriented environment.


• Must be flexible and willing to work in a fast-paced dynamic environment.


• Must exhibit appropriate and professional judgement which is in line with Pacific Premier Bank culture and success attributes.


• Strong understanding of a PC, Windows environment.


• Developing professional expertise, applies company policies and procedures to resolve a variety of issues

The pay range for this role is $23.00 to $30.00.

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).

1801 California Street Suite 800 Denver CO 80202

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.