Client Services Specialist - (Banking)

Nesco Resource•Brooklyn, OH

4d•Hybrid

About The Position

This position supports the Wealth Management business, focusing on fiduciary trust systems and the associated people, products, processes, and technologies. It answers general inquiries and researches, coordinates, and resolves operational and system issues. The role provides first-line support to internal Wealth users and communicates with Trust Officers, Portfolio Managers, Associates, Trust Operations Managers, and staff nationally. The specialist handles client access setup, system and report processing, communications, SharePoint maintenance, system messaging, and extensive research and problem resolution across trust operational areas. The role also participates in committees, system testing and implementation, upgrades, and disaster recovery testing. Limited off-hours and weekend testing is required.

Requirements

Undergraduate degree in a business- or technology-related field; extensive experience may be substituted.
Working knowledge of mobile platforms, browsers, system issues, and client navigation.
At least three years of experience in bank operations, trust administration, wealth management, and/or technology operations.
Client-first attitude and a sense of urgency in resolving problems.
Excellent analytical and problem-solving skills.
Strong written and oral communication skills.
Above-average PC skills, including Microsoft Excel, Word, and PowerPoint.
Integrity and trustworthiness.
Attention to detail.
Ability to work independently and in larger team-based environments.
Knowledge of how organizations function and how to get work done through formal channels and informal networks.
Knowledge of current and future policies, practices, and trends in the investment management business.

Nice To Haves

Experience with KeyLink (Global Office), Wealth Portal, Global Plus, IBX Tools, Salesforce, Cognos, and Wealth Direction.

Responsibilities

Set up KeyLink and Wealth Portal access for clients.
Set up Payweb and Stellar access for clients.
Set up Wealth Direction access and troubleshoot issues when necessary.
Handle Advent, Data Aggregators, and Insignis MSCI setup requests.
Verify KeyLink coding and facilitate corrections when errors result from incorrect coding.
Research isolated and global system issues and work with technology partners to resolve them.
Log ServiceNow tickets for system issues.
Process daily IBX and OBI reports and monthly Wealth Portal reports.
Send weekly communications, including critical technology platform alerts.
Manage and update the SharePoint site.
Provide general first-line support to internal Wealth users.
Perform general system maintenance and messaging.
Communicate with Trust Officers, Portfolio Managers, Associates, Trust Operations Managers, and staff nationally.
Establish and maintain working relationships with Line of Business and Operations staff.
Participate in committees and assist with testing and implementation for KeyLink and other systems.
Participate in upgrade and disaster recovery tests, including limited off-hours and weekend testing.
Conduct extensive research and resolve complex issues involving Statement Preparation, KeyLink, Wealth Portal, and Wealth Direction.
Back up other team members and assist with special projects as needed.