Trust Onboarding Specialist

Summary

The Trust Business Onboarding Coordinator is a member of the Trust New Business Team and is responsible for the intake of trust new business referrals. This role interfaces daily with clients, Trust Officers, and the trust new business staff to fully onboard new trusts. This role is responsible for delivering outstanding client experiences to the client firms in the NAT network in such a manner to generate additional trust referrals. Trust new business is a critical function at NAT and this position is a critical success factor for the growth of NAT’s trust account portfolio. The Advisor Relations team is responsible for generating interest and source trust referrals and the Trust New Business team is responsible perform the duties to onboard. The individual in this role is results-driven, passionate about delivering an incredible client experience, and highly responsive.  Overall, this role is a producer for new trust business and is laser focused on delivering an outstanding client journey through the onboarding of a new trust into NAT.

Responsibilities And Duties

• Manage the intake of trust referrals, onboard trust new business, and deliver outstanding client experiences through the process.
• Understand and employ NAT’s risk management standards and practices.
• Prepare documentation for the Trust Risk review process.
• Work with contra firms to obtain and complete paperwork and titling requirements in order to transfer assets
• Produce Trust Synoptics for both Trust Officers and Advisor partners.
• Facilitate client satisfaction feedback program.
• Develop and manage the process to guide advisors through the company’s trust referral journey.
• Monitor and follow up on trust referrals
• Work closely with the other production teams to book and manage unique assets, including real estate, closely held assets, mineral interests, and insurance policies
• Work closely with BSA/AML officers to ensure proper KYC documentation
• Monitor and submission of life event notices to various teams
• Provide thorough and timely follow-up of phone and email inquiries, while providing an excellent client experience
• Service callers with professionalism, sense of urgency, follow-up and resolution while updating response and resolution in CRM.
• Maintain high quality metrics for assigned responsibilities
• Utilize case management (CRM) according to department operating standards
• Collaborate with clients and internal partners to establish, maintain, and support National Advisors Trust best practices and service standards.
• Prepares Trust New Business Reporting for Management.
• Provide support for other projects as required.
• Foster a partnership with our clients and provide training and support of various self service functions
• Initial account setup to funding
• New Trust account funding
• Communicate and resolve inquiries with the various service teams at Charles Schwab and Fidelity
• Effective use of technology and self-service to resolve internal and external inquiries
• Maintain appropriate levels of confidentially both internal and external to the organization
• Compliance with BSA/AML/OFAC-related laws and regulations as it applies within the scope of this position, including but not limited to, prompt completion of required BSA/AML/OFAC training.

Competencies

• Customer Focus
• Quality Orientation
• Computer Literacy
• Empathy
• Oral Communication
• Written Communication
• Accountability
• Adaptability
• Teamwork

Experience

• Associate degree or equivalent preferred
• 2 years Trust environment experience or law firm preferred
• 2 years client service experience required
• Possess strong business acumen and the ability to make timely and sound business recommendations
• Outstanding relationship building skills and service skills across a wide variety of discipline backgrounds to help achieve results
• Excellent attention to detail
• Excellent critical thinking acumen
• Demonstrated ability to effectively be agile in a hands-on, fluid, entrepreneurial environment
• Highly motivated self-starter capable of working in a team environment
• Experience with Trust Accounting systems (AddVantage preferred)
• Intermediate experience Microsoft Office Applications (Word, Excel, Outlook, PowerPoint)
• Experience with mail mergers in Word and Adobe, preferred

Work Environment: Professional, business setting

Physical Requirements

• Must be able to remain in a stationary position for prolonged periods of time.
• Will occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, copy machine, and computer printer.
• Occasionally requires lifting objects that are 20 pounds to a height of 3-4 feet