Service Specialist--Trust & Wealth Management

SUMMARY

The Service Specialist provides dedicated support to clients and advisors within the Bank’s Wealth Management Group by ensuring seamless execution of account servicing, operational requests, and administrative functions. This role is critical to maintaining high levels of client satisfaction through accuracy, responsiveness, and proactive communication. The Service Specialist works closely with wealth advisors, trust officers, portfolio managers, and internal partners to deliver an exceptional client experience.

ESSENTIAL DUTIES

Client Service & Support

• Serve as a primary point of contact for day-to-day client inquiries, account servicing, and operational needs.
• Process account openings, transfers, distributions, contributions, beneficiary updates, and maintenance requests.
• Respond promptly and professionally to client calls, emails, and service requests.
• Ensure all transactions and communications are executed with accuracy, compliance, and confidentiality.

Advisor & Team Support

• Partner with wealth advisors and trust officers to support client relationship management, including preparing meeting materials, reports, and documentation.
• Assist in onboarding new clients by coordinating paperwork, funding, and system setup.
• Track and follow through on outstanding items to support advisor efficiency and client satisfaction.

Operational Excellence

• Ensure all service requests comply with bank policies, fiduciary standards, and regulatory requirements.
• Maintain accurate records, CRM entries, and documentation in accordance with audit and compliance standards.
• Identify process improvements to enhance client service and operational efficiency.
• Collaborate with operations, trust, investment, and banking teams to resolve issues quickly and effectively.

Client Experience Enhancement

• Proactively communicate with clients regarding account status, deadlines, and service updates.
• Anticipate client needs and escalate issues to advisors as appropriate.
• Support client events, communications, and outreach initiatives as needed.

Other Duties

• Treat people with respect; keep commitments; inspire the trust of others; work ethically and with integrity; uphold organizational values; accept responsibility for own actions.
• Demonstrate knowledge of and adherence to Equal Employment Opportunity (EEO) policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promote working environment free of harassment of any type; build a diverse workforce and support affirmative action.
• Assure compliance with all Bank policies and procedures and all applicable state and federal banking laws, rules and regulations.
• Complete administrative tasks correctly and on time; support the Bank’s goals and values; benefit the Bank through outside activities.
• Perform the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Education: Bachelor’s degree preferred; equivalent financial services experience considered.
• Experience:
  • 2–5 years of client service or operations experience in wealth management, private banking, or financial services.
  • Familiarity with investment products, trust services, and financial planning processes preferred.
• Skills:
  • Strong client service orientation with excellent communication and interpersonal skills.
  • High attention to detail and accuracy in processing transactions and documentation.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Proficiency in Microsoft Office and CRM/account management systems.
  • Team-oriented mindset with problem-solving and critical thinking skills.
  • Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

Please note that this job description is not inclusive of all activities, duties or responsibilities that are required of this position. Duties, responsibilities and activities are subject to change at any time with or without notice.