Case Manager

Trust Case Manager

Responsible for providing customer service and support to settlement planners, investment advisors, broker dealers, and other third parties, including attorneys and prospective trust beneficiaries and clients, in compliance with laws, regulations and policies and procedures applicable to the Company.

Role Responsibilities

• Effectively manage trust onboarding process for new trust and trust transfer opportunities including but not limited to preparation, gathering, and review of all necessary documents and signatures to complete the Trust account opening, acceptance and installation process
• Respond to referrals from the Business Development Team and follow up on service requests.
• Responsible for complete front-end set-up of new accounts, including in the trust accounting & CRM systems, before transferring trusts to trust officers
• Prepare appropriate presentations for Trust Committee review, as necessary
• Assist in the development and review of intake procedures and checklists
• Partner and collaborate with Business Development and Trust Administration teams, settlement planners, financial advisors, broker dealers and other third parties including attorneys to ensure a smooth client transition
  
  
  

Competencies

Communication Skills

• Excellent verbal, written and interpersonal communication skills with attention to detail and accuracy.
• Communicate effectively with clients, their attorneys, financial advisors and third-party professionals.
• Work effectively with others by establishing and maintaining positive working relationships.
• Be aware of and follow company policies for electronic communications and internet use.
• Ability to multitask effectively
  
  
  

Computer/Technical Skills/Subject Matter Expertise

• Strong analytical skills with high attention to detail and accuracy.
• Proficient in reviewing trust documents, trust proposals; case evaluation reports and case files.
• Proficient in Microsoft Office applications, trust accounting software and client relationship management (CRM) database.
• Able to understand and follow company policies regarding information security including password, multi-factor authentication, and remote access use.
  
  
  

Organization

• Demonstrate accuracy and thoroughness in all areas of responsibility.
• Regularly update client interactions in CRM database.
• Successfully demonstrate superior client engagement as evidenced by positive feedback to Management.
  
  
  

Judgment/Risk

• Strong sense of confidentiality.
• Exhibit sound judgment and the ability to make reasonable decisions in the absence of direction.
• Swiftly refer problems/issues to the appropriate person(s) when necessary.
• Demonstrate visible commitment to the Company's core values and guiding principles and achieving results.
• Able to identify common attempts at information security scams, like email phishing.
  
  
  

Role Qualifications

• 2 years of technical expertise in the area of trust administration and client relations.
• Undergraduate degree/paralegal certificate preferred.
• Some travel required for business development opportunities.
• Spanish speaking is a plus.
• Trust and estate or financial background.
• Strong communication skills are a must