Client Experience Analyst

First State Trust Company ("FSTC") is a Delaware chartered trust company with offices in Wilmington, Delaware and West Palm Beach, Florida. FSTC is rapidly growing.

Since 1982, FSTC has been providing corporate trust, custody, and administration services to trust clients. Formerly known as Citi Institutional Trust Company and dating back to its roots as E.F. Hutton Trust Company, FSTC has focused on strategic alliances with world-class financial service firms. Our strategic alliances allow clients to take advantage of FSTC's independent professional trust administration services, combined with the investment management services of their chosen provider.

This position allows for broad exposure and plenty of opportunities not found at larger financial firms. The FSTC Client Experience Analyst is responsible for assisting with the account opening, onboarding, funding & operational efforts for the Institutional and Personal Trust business lines. The individual in this position will also develop a basic understanding of the intricacies of trust accounts and institutional retirement plans. The ideal candidate can uphold a high service standard and demonstrate appropriate effort and attitude. We are looking for a candidate with a background in accounting, either from their education or recent work experience. This position reports to the Director of Client Experience.

Responsibilities  

•       Assist Client Experience Department with building a successful, repeatable account opening & funding process 

•       Communicate with internal colleagues across the business in addition to FA’s & other external business referral sources to deliver a world class client service experience 

•       Assist Client Experience Specialists in coordinating with Compliance & other internal stakeholders to ensure new business is compliant which will include background checks, KYC and other due diligence matters on new accounts

•       Provide support to the New Business Group on Alliance Partner Reporting, ordering of supplies, preparation and shipment of supplies and materials for sales events 

•       Support Client Experience Specialists with opening & funding New Accounts

•       Partner with Client Experience Specialists to support new sales opportunities, conferences & events and marketing material(s) as needed

•       Assist in establishing new account feeds on new accounts with partners 

•       Follow-up with prior Trustees to:

Provide FSTC transfer instructions

Obtain the previous three years' tax returns 

•       Uploading of tax documents to FSTC tax partner

•       Assist in closing accounts as needed

•       Cross Train with other members of the team and learn new responsibilities

•       Back-up team members as needed

•       Perform special projects as assigned

•       Improve processes by looking for or creating a more efficient way to complete tasks 

•       Complete various internal requests as needed on both new & existing accounts

Educational and Professional Qualifications

•       BA or BS undergraduate degree is required.

•       1-3 years of experience in financial services industry 

•       Previous experience with Excel pivot tables, macros, and V-lookup is a plus.

•       Proficient in Word and Database applications.

•       The ability to work independently and with a team is a must.

•       Strong organizational skills, accuracy, and attention to detail.

•       Conduct themselves with the highest level of professionalism.

•       Provide exceptional customer service internally and externally.

•       Excellent written and verbal communication skills.

•       Demonstrated time management skills and the ability to multi-task.