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Under limited guidance, Senior Personal Trust Assistant provides support to Relationship Manager(s) and management and their clients. This support includes responsibility for daily coordination of account administration for personal trust and agency relationships. Maintains accounts by initiating a range of account activity, monitoring account records to ensure accuracy and completeness, and responding to client inquiries. Assists Relationship Managers in developing additional business, making client presentations and coordinating with internal partners. Works with Relationship Managers to ensure adherence to standards and regulatory requirements. Working directly with clients and internal partners to solve problems and provide superior customer service. May participate in projects. May administer a small book of business of low to mid complexity with the oversight of a Relationship Manager.Compliance Statement
As a valued colleague of Associated Bank you play a critical role in delivering an exceptional customer experience during every interaction. Expectations for this position require the ongoing focus on building solid and long lasting relationships by engaging all customers in a positive manner. Colleagues should provide customers a positive experience that includes undivided attention, straightforward and knowledgeable service and insure that the customer’s best interests are our number one priority. Consistency around customer experience guidelines is key and expected from all of our colleagues. Our goal is to simplify the customer experience and deliver outstanding service to every customer, every time.
Operates in full compliance with internal policies and procedures as well as applicable regulations and laws, including but not limited to Bank Secrecy Act/Anti-Money Laundering requirements. Responsible to report any procedure or process that doesn’t meet regulatory requirements including fraud, whether suspected or confirmed, to management. This reporting can be done directly to any member of management, including Human Resources or Corporate Security, or can be reported through Associated’s anonymous Ethics Hotline.Key Result AreasCustomer Service
Deposit support & administration
Delivering Service Consistent with Brand, Vision and Talent Philosophy
Sales and activity tracking
Works with Relationship Managers and management to ensure all account activity and administration is in order in regards to compliance and risk management with established Associated Bank policy, procedure and business strategy as well as applicable regulatory guidelines.
Coordinates all aspects of daily account administration for personal trust and agency clients. Monitors situations to ensure prompt action. Interacts with Relationship Managers and internal partners to coordinate daily client activity, oversees transaction processing, documents services provided, handles inquiry resolutions, and obtains appropriate documentation. Communicates information on aspects of a client relationship to Relationship Manager(s) and other internal partners as needed. Performs ongoing maintenance while adhering to compliance guidelines. May participate in projects and process improvement efforts. May administer a small book of business of low to mid complexity with the oversight of a Relationship Manager.
Provides general administrative and sales support to Relationship Managers and management. Administrative support may include scheduling, correspondence, reporting and other projects as assigned. Sales support may include monitoring and updating internal systems, reporting and preparing sales presentation and client materials as necessary. Perform MoneyGuide Pro data entry and assist with presentation generation. May assist Relationship Manager in creating financial planning recommendations. Act as a liaison with internal partners such as customer care, legal, credit, etc. to address and resolve complicated transactions and issues.
Works directly with Personal Trust customers in partnership with Relationship Managers and internal business partners to answer complex questions and solve operational issues while providing superior customer service.
Use online deposit and trust systems to obtain vital client information to include but not limited to: opening and closing accounts, overseeing account distribution, documentation of discretionary payments and account reviews, and cash processing (bill payment, ACH, wires, etc); as well as performing various other service requests. Provide customer service and process daily transactions for Personal Trust clients as requested.
Review and interpret trust documents to ensure compliance with the document’s provisions and fiduciary guidelines and laws; reviews list of assets in order to determine if any risk issues exist. Maintains an understanding of relevant tax laws and legal requirements applicable to trust administration in order to assist in resolving client issues as they relate to the trust agreement.
Education Associate's Degree or equivalent combination of education and experience Business, Finance, Accounting, Paralegal or related field, Required
Bachelor's Degree Business, Finance, Accounting, Paralegal or related field, Preferred
4-7 years Banking or office/administrative or paralegal experience. , Required
Less than 2 years Prior trust and investment experience, Required
2-4 years Knowledge of banking products, services, procedures, practices and loan documentation a plus. , Preferred
Other: Superior customer satisfaction/service skills and experience, Advanced
Other: Excellent organizational and prioritization skills, Advanced
Other: Excellent verbal, written and interpersonal skills, Advanced
Other: Computer literate in Microsoft Office products and the ability to quickly learn new software/systems, Intermediate
Other: Thorough knowledge of banking, trust and investment products, services, and systems, Advanced
Licenses and Certifications
CTFA-Certified Trust and Financial Advisor , Preferred
General Physical Condition
Light physical effort; routine handling of heavy objects up to 20 pounds or prolonged standing, keyboard, or CRT work (at least 50% of time)