What are the responsibilities and job description for the Team Leader - Trust New Business & Client Experience position at Edward Jones?
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Team Overview:
Do you have a strong background in trust administration? Do you have a passion for leading? If so, this Team Leader role could be the right opportunity for you! Edward Jones Trust Company provides a full range of trust, investment management, and custody services to individuals, businesses, charitable organizations, and private foundations. The Trust New Business & Client Experience team is responsible for business development, new account onboarding and due diligence, account opening, branch training and education, and the development and maintenance of marketing collateral and resources. The team also has accountability for enhancing and delivering the client experience in partnership and collaboration with Financial Advisors and branch teams, internal stakeholders, and external professionals including attorneys and CPAs.
What You Will Do:
The individual in this position will be responsible for leading a team of associates who are responsible for new business development, onboarding and qualifying new business to EJTC, and the client and branch experience. The role requires a high level of knowledge and service delivery abilities within the trust administration, fiduciary and trust investments space. The role may require interaction with other areas of the home office and the field in order to assist with building awareness and adoption of EJTC services.
Responsibilities include:
- Lead a team responsible for the account onboarding process, and set expectations around account and relationship management to promote an ideal client experience.
- Streamline and constantly improve client-facing activities for a team of Trust Consultants and Trust Specialists, including account onboarding process, client calls, etc.
- Create and implement strategies to increase Trust Company new business and fee revenue with and through others.
- Help organize new business workflows and identify/implement solutions and large projects to improve new business effectiveness and efficiency.
- Lead initiatives within the department, across the division, and firm-wide that improve our ability to serve our clients and support the firm's mission.
- Lead the resolution of escalations and complaints within New Business & Client Experience team and onboarding process.
- Equip and train team of Trust Consultants to review and interpret all governing documents for the relationship, to include trust agreements, wills, powers of attorney, beneficiary designations and all contracts relating to the relationship.
- Assist with the development, preparation, and delivery of new business reporting to EJTC Trust Committee and Board of Directors.
- Serve as a voting member of Trust Company Committees.
- Champion team to optimize onboarding workflows of Trust Officers, Portfolio Managers, and Trust Specialists as needed as part of the EJTC Client Service Team.
- Partner with Fiduciary team to ensure Trust Consultants properly identify risk and legal issues.
- Attract, develop, and lead associates with various professional and industry certifications.
- Develop and implement guidelines and procedures.
What Experience You Need:
- Bachelor's degree required.
- Professional certification (CFP, CTFA, or JD) required.
- Minimum of 6 years experience in estate planning, trust company, financial planning, or investment management responsibilities.
- Previous leadership experience preferred.
- Demonstrated ability to provide feedback and develop associates.
- Strong understanding of client experience standards and strategies.
- High degree of familiarity with branch team processes and preferences in order to drive adoption and grow Trust Company relationships.
- Must be able to thrive and make decisions in an environment of complexity and ambiguity.
- Strong knowledge of estate planning, financial planning, and trust administration required.
- Strong understanding of the fiduciary duties and risks applicable to trustees and the manner in which those duties and risks affect the administration of trust accounts and how they can be managed through governance processes is required.
- Must have the ability to attract, develop and retain talent, act with empathy, and develop team capacity and capabilities.
- High level of customer service skills required
- Ability to set vision and accountability metrics for customer service experience
- Ability to identify deficiencies and lead after-action reviews
- Ability to coach others on relationship management
What Could Set You Apart:
- In-depth knowledge of Edward Jones Trust Company solutions, processes, and procedures.
- Experience in identifying, managing and communicating service lapses strongly preferred
- Excellent written and verbal communication skills (especially in complex matters) and interpersonal skills
- Demonstrated critical thinking skills and ability to use discretion in highly complex situations.
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