Wealth Client Service Associate

Wilmington Trust; Boston (MA); On-site; USD 36,134 - 60,214; Full time

Job summary

Wilmington Trust in Boston seeks a Client Service Associate to support daily wealth client transactions, onboarding, and relationship management within Wealth Management.

You will work with Wealth Management teams to ensure service excellence and accurate processing of client requests, while staying current on products and regulatory requirements.

Qualifications

• Bachelor’s degree or 5 years of combined higher education/work experience with at least 1 year in financial services client service.

Responsibilities

• Service daily wealth client transactions and resolve routine issues promptly.
• Open and onboard new client relationships and guide clients through systems.
• Build and maintain strong client relationships with Wealth Management teams and partners.
• Provide sales support for market-specific projects and initiatives.
• Monitor department reports for compliance and client experience; escalate issues as needed.

Skills

Customer service

Interpersonal skills

Verbal and written communication

Organizational skills

Proficiency with office software

Education

Bachelor’s degree or equivalent experience

Job description

Overview

Supports servicing and related sales enablement activities to drive new client relationships and retain and deepen existing High Net Worth (HNW) and Ultra‑High Net Worth (UHNW) client relationships in Wealth Management. Delivers on the Client Service Value Proposition. Partners and communicates with key stakeholders within the Wealth Management operating model to ensure clients have access to all resources and solutions based on their individual needs and situation. Utilizes operational, technical, and functional expertise to support the execution of policies and procedures that align with all aspects of Wealth Management sales and service strategy. Resolves the more routine service issues within the team.

Primary Responsibilities

• Service the daily transaction needs of wealth clients, including but not limited to, problem resolution, overdrafts, account delinquency, wire transfers, book transfers, and account maintenance to ensure they are addressed in a timely manner and to the satisfaction of the client.
• Apply sound, independent judgment and take ownership over operational problems resulting from direct interaction with clients or obtained from the Client Team. Resolve routine service issues, with the goal of exceeding client expectations (with the goal of retaining and expanding client relationships).
• Open and onboard new client relationships by getting clients acclimated with our systems and confirming the client has received all necessary information and materials.
• Build, manage and maintain strong client relationships through daily interactions with clients, Wealth Management team, and internal business partners, to contribute to the retention and expansion of existing client relationships.
• Provide sales support to the team for market‑specific special projects, such as event coordination, process improvement and sales initiatives.
• Remain current on products and services, internal policies and procedures and external developments, including regulations, which may affect the client and the Bank.
• Review daily department reports to ensure compliance with operation, security, and audit procedures as well as a positive client experience. Follow established procedures when the report review identifies an issue to ensure it is resolved.
• Understand and adhere to the Company’s risk and regulatory standards, policies, and controls in accordance with the Company’s Risk Appetite. Identify risk‑related issues needing escalation to management.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties as assigned.

Education and Experience Required

Bachelor’s degree and a minimum of 1 year’s financial services client service experience, or in lieu of a degree, a combined minimum of 5 years’ higher education and/or work experience, including a minimum of 1 year’s financial services client service experience.

• Strong customer service skills
• Strong interpersonal skills
• Strong verbal and written communication skills
• Strong organizational skills
• Proficiency with personal computers as well as pertinent word processing, spreadsheet and presentation software

Education and Experience Preferred

• Minimum of 3 years’ private banking, wealth management, commercial banking and/or branch experience
• Exposure to and knowledge of the Bank’s retail and commercial banking systems
• Knowledge of Private Banking products and services
• Trust experience
• Ability to work independently and in a team-based environment

M&T Bank is committed to fair, competitive, and market‑informed pay for our employees. The pay range for this position is $26.23 - $43.71 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Boston, Massachusetts, United States of America