What are the responsibilities and job description for the Senior Wealth Client Service Associate position at Wilmington Trust?
Overview:
Supports servicing and related sales enablement activities to drive new client relationships and retain and deepen existing High Net Worth (HNW) and Ultra-High Net Worth (UHNW) client relationships in Wealth Management. Delivers on the Client Service Value Proposition. Partners and communicates with key stakeholders within the Wealth Management operating model to ensure clients have access to all resources and solutions based on their individual needs and situation. Utilizes operational, technical, and functional expertise to support the execution of policies and procedures that align with all aspects of Wealth Management sales and service strategy. Resolves more complex service issues within the team and provides guidance to less experienced team members.
Primary Responsibilities:
Build, manage and maintain strong client relationships through daily interactions with clients, Wealth Management team, and internal business partners to contribute to the development of new client relationships and the retention and expansion of existing client relationships.
Complete new account opening, collect AML (Anti-Money Laundering), BSA (Bank Secrecy Act) and KYC (Know Your Customer) requirements; process related sales reports.
Process more complex client transactions such as cash disbursements, money movement, account maintenance, problem resolution and escalation, and other transactions as needed to ensure they are addressed in a timely manner and to the satisfaction of the client.
Review daily department reports to ensure compliance with operation, security, and audit procedures as well as a positive client experience. Follow established procedures when the report review identifies an issue to ensure it is resolved.
Utilize knowledge of products, services, internal policies, and procedures as well as external developments to resolve more complex issues and identify process improvements to improve the efficiency of the team.
Provide sales support to the team for market-specific special projects, such as event coordination, process improvement and sales initiatives.
Understand and adhere to the Company’s risk and regulatory standards, policies, and controls in accordance with the Company’s Risk Appetite. 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 assists the Wealth Advisor, Wealth Management team, and internal business partners in process workflow to ensure timely processing and exceptional client service and experience for HNW and UHNW clients. The position has direct contact with clients and plays a role in their attraction and retention. The position shares their knowledge and experience with less experienced team members and helps identify process improvements to benefit the client experience.
Education and Experience Required:
Bachelor's degree and a minimum of 2 years’ financial service client service experience, or in lieu of a degree, a combined minimum of 6 years’ higher education and/or work experience, including a minimum of 2 years’ financial service client service experience
Strong customer service skills
Strong interpersonal skills
Strong verbal and written communication skills
Strong organizational skills
Proficiency with personal computers as well as pertinent word processing, spreadsheet, and presentation software
Experience sharing knowledge and skills with team members
Education and Experience Preferred:
CFP (Certified Financial Planner) and/or CTFA (Certified Trust & Financial Advisor) certification
Exposure to and knowledge of the Bank’s retail and commercial banking systems
Knowledge of Private Banking products and services
Trust experience
Ability to work independently and in a team-based environment
