SummaryThe Account Relationship Manger is a member of the Ultra High Net Worth & Family Office team and is responsible for the account and relationship management. This role interfaces daily with clients, staff, and centers of influence to ensure smooth account service and healthy client relationships. This role is responsible for delivering outstanding client experiences to the ultra-high net worth and family office clients in the NAT network in such a manner to generate additional trust referrals, prevent account attrition, and ensure that priority service benchmarks are maintained. The individual in this role is results-driven, passionate about delivering incredible client experience, and highly responsive.
Responsibilities and Duties- Act as a technical resource to the UHNW team.
- Liaison between UHNW clients and NAT to ensure a pleasurable experience.
- Analyze and research issues and not in good order items, as required.
- Understand and employ NAT's risk management standards and practices.
- Use data to form business insights and recommend changes and solutions necessary to enhance the UHNW program.
- Coordinate with advisors, clients, and centers of influence.
- Track outstanding escalation items through completion and assist when necessary.
- Supervision of operations and back-office work product.
- Assist with dual quality control to maintain a zero-error environment.
- Work with contra firms to obtain and complete paperwork and titling requirements in order to transfer assets.
- Monitor and follow up on trust referrals.
- 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.
- Collaborate with clients and internal partners to establish, maintain, and support National Advisors Trust best practices and service standards.
- Prepare reporting for management.
- Provide support for other projects as required.
- Foster a partnership with our clients and provide training and support for various self-service functions.
- Initial account setup to funding.
- Effective use of technology and self-service to resolve internal and external inquiries.
- Maintain appropriate levels of confidentiality both internal and external to the organization.
- 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 - Associates degree or equivalent preferred.
- 2+ years of trust environment experience or law firm preferred.
- 2+ years of 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 disciplined backgrounds to help achieve results.
- Excellent attention to detail.
- Excellent critical thinking acumen.
- 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 trust accounting systems (AddVantage preferred).
- Advanced experience Microsoft Office Applications (Word, Excel, Outlook, PowerPoint) required.
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.
