Settlement Service Administrator

Summary

The Settlement Service Administrator (SSA) provides daily Trust Account support to the Specialized Fiduciary Officer, Trust Officer, our Advisors, and their accounts we serve. The SSA is responsible for providing excellent client experiences through various communication channels. Additionally, to execute approved account instructions that include new account paperwork, account opening, account funding and transfers, distributions, receipts, maintenance requests, correspondence, mailings, account closings and general account reviews for estate and administrative trust accounts. The SSA serves as the daily point of contact for firms we service primarily through phone and email communications. Additionally, the SSA is responsible for the daily oversight of assigned accounts and relationships, while providing general support to the overall team. It is top priority to provide timely processing, accuracy of work, and to deliver top tier client service standards.

Responsibilities And Duties

• Work with Specialized Fiduciary Officer, Trust Counsel, and Business Development to prepare the necessary account paperwork to accept estate and administrative trust accounts.
• Work with contra firms to obtain and complete paperwork and titling requirements in order to transfer assets.
• Monitor and follow up on transfer tickets and related cases.
• Work closely with legal and the operations teams to book and manage unique assets, including real estate, closely held assets, mineral interests, and insurance policies.
• Work closely with BSA/AML officers to ensure proper KYC documentation.
• Monitor and submission of life event notices to various teams.
• Provide thorough and timely follow-up of phone and email inquiries, while providing an excellent client experience.
• Service callers with professionalism, sense of urgency, follow-up and resolution while updating response and resolution in CRM.
• Maintain high quality metrics for assigned responsibilities.
• Utilize case management (CRM) according to department operating standards.
• Resolve, investigate and analyze simple to complex account inquiries and escalations.
• Foster a partnership with our clients and provide training and support of various self service functions.
• Assist teammates with various inquiries across client/role assignments.
• Flexibility in making daily adjustments for the business need.
• Fully own the account opening process from approval, set up, to funding and ongoing administration.

• Daily oversight and administration of accounts that include (but not limited to) recurring remittances, form submissions, approvals, audits, documentation, and workflow management.
• Work with internal partners, such as Operations to resolve client inquiries, yet owning the response and follow up to the client.

• Review accounts periodically to ensure adequate funding and general maintenance.
• Support the Trust Officer in the administrative review of trust accounts.
• Communicate and resolve inquiries with the various service teams at Charles Schwab and Fidelity.

• Effective use of technology and self-service to resolve internal and external inquiries.
• Complete processing and quality control responsibilities within strict deadlines according to NATC policies and procedures.
• Maintain appropriate levels of confidentially both internal and external to the organization.
• Cross-train on various duties as directed within the Service Administration Team to provide coverage during absence or peak periods.
• Compliance with BSA/AML/OFAC-related laws and regulations as it applies within the scope of this position, including but not limited to, prompt completion of required BSA/AML/OFAC training.

Competencies

• Customer Focus
• Quality Orientation
• Computer Literacy
• Empathy
• Oral Communication
• Written Communication
• Accountability
• Adaptability
• Teamwork

Experience

• Associate degree or equivalent preferred.
• 2+ years of estate settlement experience or Trust environment experience preferred.
• 1+ years client service experience required.
• Possess strong business acumen and the ability to make timely and sound business recommendations.
• Outstanding relationship building skills and service skills across a wide variety of discipline backgrounds to help achieve results.
• Excellent attention to detail and critical thinking.
• Demonstrated ability to effectively be agile in a hands-on, fluid, entrepreneurial environment.
• Highly motivated self-starter capable of working in a team environment.
• Experience with AddVantage, Fidelity, and Charles Schwab platforms, preferred.
• Intermediate experience Microsoft Office Applications (Word, Excel, Outlook, PowerPoint, CRM) to complete forms, worksheets with formulas for calculating.
• Experience with mail mergers in Word and Adobe, preferred.

Work Environment: Professional, business setting

Physical Requirements

• Must be able to remain in a stationary position for prolonged periods of time.
• Will occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, copy machine, and computer printer.
• Occasionally requires lifting objects that are 20 pounds to a height of 3-4 feet