Wealth Client Service Team Lead

Wilmington Trust; North Palm Beach (FL); On-site; USD 75,000 - 124,000; Full time

Job summary

M&T Bank in North Palm Beach, FL is seeking a leader to manage the Client Associate team within the Wealth market, driving first-class client service and onboarding while supporting revenue growth.

You will oversee a team of 5–7 in one location, coach staff, and ensure adherence to risk controls and market initiatives. A Bachelor's degree with 3+ years in investment/trust work is required; advanced degrees and designations are a plus.

Qualifications

• Bachelor's degree and minimum 3 years’ investment, trust and/or fiduciary experience with high net worth clients.
• In lieu of a degree, 7 years of combined higher education and/or work experience with 3 years investment/trust fiduciary experience.
• MBA or JD preferred; CFP and CTFA designations are a plus.

Responsibilities

• Lead the activities of the Client Associate function and/or a team of Client Associates; set short-term priorities.
• Establish procedures and oversee account opening and onboarding to ensure smooth funding and positive experience.
• Communicate effectively with the client facing team within the market.
• Monitor client service activities and ensure timely completion of work.
• Provide coaching, training and performance feedback to maintain high standards.
• Support new sales revenue through client acquisition and expansion of existing clients.
• Train and onboard new and less experienced Client Associates.
• Ensure superior client satisfaction and risk controls are in place.
• Promote market leadership and oversee staff staffing and performance management.

Skills

Leadership

Client service

Communication

Coaching

Education

Bachelor's degree + 3 years investment/trust experience

MBA or JD

CFP

CTFA

Job description

Overview

Leads the Client Associate team and/or function in an assigned Wealth market. Supports the Wealth client experience and sales model by providing superior client service to both internal and external clients. Sets and enforces Client Associate team standards.

Overview

Leads the Client Associate team and/or function in an assigned Wealth market. Supports the Wealth client experience and sales model by providing superior client service to both internal and external clients. Sets and enforces Client Associate team standards.

Primary Responsibilities

• Lead the activities of the Client Associate function and/or a team of Client Associates. Set short-term priorities and instill a client-centric mentality to support generation of new sales revenue through client acquisition and expansion of existing clients.
• Establish procedures and oversee account opening process to support the effective and timely funding of new business and a positive initial client onboarding experience.
• Communicate effectively with the client facing team within the market.
• Monitor client service activities and/or Client Associates and ensure timely completion of work.
• Work with team members in the setting of goals and annual performance expectations, career development, and providing on going and constructive feedback, coaching and training to ensure the performance standards of the client service function are met or exceeded.
• Support the generation of new sales revenue through client acquisition and expansion of existing clients.
• Train and/or onboard new and/or less experienced Client Associates.
• Monitor overall client experience to ensure superior client satisfaction.
• Provide Market leadership support on department/market -specific initiatives.
• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis. Identify risk-related issues needing escalation to management.
• Promote an environment that supports diversity 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.

Scope Of Responsibilities

The position leads a Client Associate team and plays a leadership role in coordinating client service activities on behalf of the sales team and/or market. The position is responsible for determining efficient workflows, policies, and procedures for the required duties of the Client Associate Team, including account opening, transactions for cash and asset transfers, and other duties as needed to effectively work with internal partners to ensure a superior client experience. The position ensures the highest level of client satisfaction and efficiency of the team in working with clients and internal colleagues.

Managerial/Supervisory Responsibility

No. of Staff – 5 – 7 in one geographic location with Regional Manager, with 15 – 20 in multiple geographic locations across multiple states

Education And Experience Required

Bachelor's degree and a minimum of 3 years’ investment, trust and/or fiduciary experience working with high net worth clients, or in lieu of a degree, a combined minimum of 7 years’ higher education and/or work experience, including a minimum of 3 years’ investment, trust and/or fiduciary experience working with high net worth clients

Education And Experience Preferred

Minimum of 1 years’ work leadership and/or supervisory experience

MBA (Master’s in Business Administration) or JD (Juris Doctorate)

CFP (Certified Financial Planner)

CTFA (Certified Trust & Financial Advisor)

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $74,600.00 - $124,400.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

North Palm Beach, Florida, United States of America