Associate II, Trust Services

Overview

At FNBO, our employees are the heart of our story-and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.

The Trust Associate role is a junior relationship management role that will work closely with a small, designated team of Trust Advisors to help families identify and meet their financial goals and objectives. They will assist Trust Advisors in administering client relationships consisting primarily of revocable trusts, irrevocable trusts, estate and institutional expertise. The Trust Associate will organize and execute documents, generate reports, general correspondence and frequently act as the primary client touch point while resolving customer inquiries.

• Provide ongoing customer relationship management support to retain accounts and expand client relationships into the next generation. Research, resolve and respond to clients  inquiries/issues in a timely and professional manner. Ask the right questions and listen to customers to gain an understanding of their needs, accurately identify and define customers  needs or issues. Perform necessary duties consistently and reliably to meet customer expectations.
  
  Understand and contribute to intended customer experience to foster the relationship and perform duties as needed or requested. This may include regular and professional communication with centers of influence (i.e. accountants and attorneys). Assist with projects and general office duties as assigned.
• Ability to read and understand the complexities of a Trust document in order to manage the opening, funding, closing and transferring processes as well as regular maintenance of accounts according to bank policies and guidelines within the designated trust platform system or other technology tools.
• Prepare and maintain appropriate forms and documentation per direction of the Trust Advisor to complete transactions ensuring completeness and appropriate customer, co-fiduciary, advisor, officer and/or committee approvals.
• Demonstrate knowledge of the organization s products/services and recommend proactively customer solutions.
• Anticipate needs from the Trust Advisory team. Complete multiple tasks by prioritizing time with the team and working together to communicate ongoing activities.
• Properly execute transactions in a timely manner.
• Communicate on a regular basis with Trust Advisors regarding opportunities to enhance the relationship with clients.
• Establish a good working relationship with peers to build trust and support. Develop awareness of how assigned duties and tasks integrate with and affect the work of others. Develop and maintain strong relationships with business partners across the organization to facilitate everyday transactions.
• Follow-up with both clients and/or internal contacts to verify the clients  needs are being met.
• Facilitate and monitor exception decisions to ensure no unnecessary delays impact workflow or client expectations.
• Identify areas where efficiency and process improvement are needed within own area of work. Regularly use process improvement tools and techniques to assess and simplify workflow.
• Understand and comply with the Bank s policies, regulations and BSA/AML Program, which includes, but is not limited to the following:
• Comply with the Bank s Customer Identification Program and Customer Due Diligence Policy
• Identify, monitor and report suspicious activity
• Complete BSA/AML/Compliance training in a timely manner as directed by management
• Exhibit professional behavior and promote a positive work environment, contribute to the team and understand and strive toward department goals.
• Maintain regular and predictable attendance in alignment with departmental/divisional policy.

• Bachelor s degree
• Understand financial concepts as related to investments, insurance, taxes, and estates
• Ability to work collaboratively and cohesively within a team environment. Willingness to openly share information with others and readily offers support for others when possible.
• Ability to work with a variety of clients and professionals as well as employees of organization.
• Proficiency in writing and using electronic communication appropriately, consistent with FNBO policies.
• Demonstrated detail orientation and ability to multitask priorities.
• Strong analytical and decision-making skills.
• Demonstrated knowledge and use of relevant technology and comfort working with several forms of technology. (Microsoft Office Suite - Word, Excel, and PowerPoint, Trust Desk or similar platform)
• Ability to listen attentively to customer s needs and respond accordingly.
• Ability to communicate confidently with a client demonstrating poise while speaking.
• Able to build credibility and trust by demonstrating knowledge and capabilities in multiple areas of the business among co-workers and clients.

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