Trust Services Operations Lead

First American; Santa Ana (CA); On-site; USD 74,000 - 99,000; Full time

Job summary

First American Trust is seeking a supervisory professional to oversee day-to-day Trust operations and manage a team handling client calls and service requests. This role supports accuracy, compliance, and timely processing within a banking services environment.

Ideal candidates will have a Bachelor’s degree, 3–5 years in banking, and 2+ years in a lead role, with strong communication and leadership capabilities to drive performance and engagement.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 3-5 years of directly related experience in a banking services environment.
• 2+ years in a lead or supervisory role.
• Ability to implement, monitor, and enforce processes that ensure compliance, accuracy, and quality standards.
• Developing leadership skills with the ability to guide, support, and influence team members.
• Provides accurate and reliable information while demonstrating strong listening, communication, and interpersonal skills.

Responsibilities

• Supervise the daily activities of team members responsible for handling incoming client calls and processing service requests in a timely and accurate manner.
• Provide leadership, coaching, training, performance feedback, and employee development support to ensure high levels of service and productivity.
• Assist with personnel management activities, including scheduling, performance management, and ensuring compliance with wage/hour regulations.
• Participate in workforce planning, goal setting, and operational improvement initiatives within the functional area.
• Process client transaction requests received through phone, fax, email, or mail and assist with special projects as assigned.
• Serve as an advocate for team members by supporting employee engagement initiatives and communicating compensation or organizational updates as appropriate.
• Interview candidates and provide hiring recommendations to management.
• Prepare and deliver regular operational updates, performance metrics, and status reports to leadership.
• Perform other duties and special assignments as needed to support business objectives.

Skills

Leadership

Communication

Project management

Analytical skills

Interpersonal skills

Education

Bachelor’s degree or equivalent combination of education and experience

Job description

First American Trust is seeking a supervisory professional to oversee day-to-day Trust operations and manage a team handling client calls and service requests. This role supports accuracy, compliance, and timely processing within a banking services environment.

Ideal candidates will have a Bachelor’s degree, 3–5 years in banking, and 2+ years in a lead role, with strong communication and leadership capabilities to drive performance and engagement.