Trust Operations Administrator

Columbia Bank • Denver, CO

3d • Onsite

About The Position

About the Role: The Trust Operations Administrator is responsible for supporting the Trust Operations team through subject matter expertise, management reporting, project management, and remediation of service-related issues. The primary focus of this role is to support the trust operations teams and leadership team in the execution of strategic initiatives, metrics reporting, client escalations, and the creation and updating of team procedures and job aids. Ensures quality customer service by monitoring workflows and serves as an intermediary between Account Operations and Service / Sales. Provides guidance to team managers related to process efficiency, reporting, and ongoing initiatives. Understands and adheres to trust regulations and security standards including our customer identification program, the Gramm-Leach-Bliley Act, Bank Secrecy Act, Internal Revenue Code, and all other applicable banking and trust regulations set forth by the IRS and various other regulatory agencies. Represents the teams in a highly professional manner. Supports managers in overseeing and monitoring Salesforce queues to ensure work is completed in a timely manner and aligned with quality‑control and risk‑management processes and procedures. Improves and adapts Salesforce reporting and workflows to meet business needs. Provides management reporting to the director and team leaders. Delegated authority and expectation to quality control review and approve cash transactions of any dollar amount. With direction from the director, conducts data analysis and makes recommendations to management for action based on the analysis. Involves compiling documentation, running reports, reviewing account data, and using subject matter expertise to identify trends and issues to make recommendations for improvement and/or mitigation. In partnership with the director and other internal partners, assists in the development and execution of the teams’ strategic initiatives, ensuring they are aligned with Columbia Private Trust’s goals. Assesses client escalations, evaluates the situation, identifies solutions, and makes recommendations for department process changes based on the client experience. Provides clarity and guidance to managers and the team on how to proceed with escalated issues as needed. Proactively seeks out efficiencies, development, and changes in services and/or products. Periodically reviews procedures in conjunction with the director and team leaders, identifies areas for improvement, and makes recommendations for procedure changes to the respective procedure owners. Assists director in managing relationships with internal and external partners by meeting with partners regularly and ensuring any potential issues that are discovered are escalated appropriately and potential solutions are provided. Partner with Sales and Relationship Management team on High Net Worth clients for transactional and account activity. Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training. Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description. May be asked to coach, mentor, or train others and teach coursework as subject matter expert. Actively learns, demonstrates, and fosters the Columbia corporate culture in all actions and words. Takes personal initiative and is a positive example for others to emulate. Embraces our vision to become “Business Bank of Choice” May perform other duties as assigned.

Requirements

• Bachelor’s degree in related field or equivalent financial services experience required.
• 7+ years financial services experience in a securities processing or asset servicing environment required.
• 3 – 5 years alternative asset experience including exposure to trust and/or custody practices required.
• 1 – 2 years leadership experience including leading a team of employees in a financial services role with responsibility for complex or escalated workflows required.
• Comprehensive knowledge of best practices related to client service and financial services industry compliance requirements.
• Knowledge of alternative investment assets and retirement account servicing.
• Understands and effectively provides services for multiple business lines, including high net worth clients, investment sponsors, influential persons, financial advisors, B2B relationships, and more.
• Must be highly organized with the ability to handle multiple complex projects involving internal and external stakeholders.
• Excellent organizational, time management, problem prevention, and problem-solving skills.
• Excellent verbal and written communication skills with the ability to convey detailed information and instructions clearly, and write reports, correspondence, procedures, and job aids.
• Ability to deal effectively with complex problems involving multiple facets and variables in non-standardized situations.
• Proven ability to gather, assemble, correlate, and analyze data and reporting and develop solutions.
• Strong customer service skills including cross‑departmental communication with key internal stakeholders.

Nice To Haves

• Certified IRA Services Professional (CISP) preferred.
• Self Directed IRA Industry Professional (SDIP) preferred.

Responsibilities

• Supporting the Trust Operations team through subject matter expertise, management reporting, project management, and remediation of service-related issues.
• Supporting the trust operations teams and leadership team in the execution of strategic initiatives, metrics reporting, client escalations, and the creation and updating of team procedures and job aids.
• Ensuring quality customer service by monitoring workflows and serves as an intermediary between Account Operations and Service / Sales.
• Providing guidance to team managers related to process efficiency, reporting, and ongoing initiatives.
• Understanding and adhering to trust regulations and security standards including our customer identification program, the Gramm-Leach-Bliley Act, Bank Secrecy Act, Internal Revenue Code, and all other applicable banking and trust regulations set forth by the IRS and various other regulatory agencies.
• Supporting managers in overseeing and monitoring Salesforce queues to ensure work is completed in a timely manner and aligned with quality‑control and risk‑management processes and procedures.
• Improving and adapting Salesforce reporting and workflows to meet business needs.
• Providing management reporting to the director and team leaders.
• Quality control review and approve cash transactions of any dollar amount.
• Conducting data analysis and makes recommendations to management for action based on the analysis.
• Assisting in the development and execution of the teams’ strategic initiatives, ensuring they are aligned with Columbia Private Trust’s goals.
• Assessing client escalations, evaluates the situation, identifies solutions, and makes recommendations for department process changes based on the client experience.
• Providing clarity and guidance to managers and the team on how to proceed with escalated issues as needed.
• Proactively seeking out efficiencies, development, and changes in services and/or products.
• Periodically reviewing procedures in conjunction with the director and team leaders, identifies areas for improvement, and makes recommendations for procedure changes to the respective procedure owners.
• Assisting director in managing relationships with internal and external partners by meeting with partners regularly and ensuring any potential issues that are discovered are escalated appropriately and potential solutions are provided.
• Partnering with Sales and Relationship Management team on High Net Worth clients for transactional and account activity.
• Demonstrating compliance with all bank regulations for assigned job function and applies to designated job responsibilities
• Following all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.
• Maintaining a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description.
• Coaching, mentoring, or training others and teach coursework as subject matter expert.
• Actively learning, demonstrating, and fosters the Columbia corporate culture in all actions and words.
• Taking personal initiative and is a positive example for others to emulate.
• Embracing our vision to become “Business Bank of Choice”
• Performing other duties as assigned.

Benefits

• We are proud to offer a competitive total rewards package including base wages and comprehensive benefits.
• We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays.
• Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees