Client Service Associate

Why We Exist

At the Trust Company of Tennessee, we believe everyone can live confidently and reach their financial goals. Would you like to be part of a team that works with individuals, families, businesses, and foundations to identify what success looks like and formulate a plan to get there? Come join our team of Wealth Management, Trust, Estate Administration, and Corporate Retirement Plan professionals who proudly help clients achieve their dreams.

Inclusion Statement

The Trust Company strives to continuously develop our company-wide identity to ensure people feel comfortable, safe, and valued through open, proactive communication. Our goal in doing so is to allow individuals to be heard, accepted, and celebrated for their differences.

Job Title:               Client Service Associate                                                                          

Reports To:            RM Team Lead or Executive                                                                                                           

Classification:        Full Time – Non-Exempt                   

Core Purpose

The Client Service Associate provides support to a team of Relationship Managers and Client Specialists who manage a portfolio of client relationships. This position also serves as a liaison between the Client Service Team and the Operations team.

Responsibilities

• Shows a commitment to The Trust Company’s Mission, Core Values, and Client Promise.
• Assists Client Service Team by managing and organizing calendars – including scheduling client meetings on behalf of the Client Service Team.
• Prepares reports, correspondence, and documents for client, prospect, and COI meetings.

• Actively participates in meetings with supported officers providing updates on recent client servicing requests, resolution of documentation exceptions, breaks in service causing client impact, tracking of upcoming tasks/relationship reviews/financial information requests for ongoing portfolio servicing.

• Anticipates Client Service Team or client needs and proactively undertakes administrative tasks to meet those needs to provide a high-level of customer service.

• Processes and ensures accuracy of documentation for new and existing account relationships, including but not limited to entering client relationship information and financial information, and completion of relationship summary.

• Tracks and maintains annual meeting goals for assigned Client Service Team.
• Serves as a secondary point of contact for clients when client service team members are out of the office.
• Maintains and builds trusted relationships with clients of assigned Client Service Team.
• Proactively manages team members to ensure follow-up letters and other tasks are being completed timely.

• Requests trades based on instructions from Client Service Team – including buys, sells, and rebalances.
• Sets up new accounts and contacts, reviews accounts for accuracy, and resolves any issues within the trust management system and Salentica CRM system.
• Creates distributions from accounts, may pay bills for clients, and keep record of bills paid.
• Provides friendly, professional, and personal service to clients when responding to requests via telephone, mail, or email.
• Provides reporting essential to measuring the productivity of the Client Service Team.
• Participates in ongoing learning and development to enhance support of TTC’s business.
• Proactively resolves client issues and concerns.
• Trains future client service support staff.
• Other duties as assigned.

Qualifications

• Associate’s degree in business, preferred
• Basic investment and credit knowledge
• Experience in general office work, accounting, and administrative duties
• Strong interpersonal skills
• Strong customer service skills
• Ability to organize and prioritize own work to meet deadlines
• Ability to support a team with routine administrative tasks