Trust Securities Operations Supervisor

Columbia Bank•Denver, CO

1d•$65,000 - $97,000•Onsite

About The Position

The Trust Operations Supervisor – Quality & Client Experience reports directly to the Client Services Manager and supports the quality, consistency, and effectiveness of client servicing activities. The role’s primary focus is quality assurance: reviewing and evaluating inbound and outbound calls, emails, and other communications involving clients, third parties, and asset sponsors. The Supervisor assesses whether call center employees follow established policies, procedures, service standards, security protocols, and applicable banking, trust, and regulatory requirements, including customer identification and Know Your Customer procedures, the Gramm-Leach-Bliley Act, Bank Secrecy Act, Internal Revenue Code, and other applicable regulations. The Supervisor also serves as a subject matter expert and operational resource for call center teams. Responsibilities include supporting management reporting, employee development, escalations, process improvement, projects, and remediation of service-related issues. The role requires professionalism, sound judgment, strong client service, and operational excellence. The position is fully onsite at the posted location: 1801 California Street, Suite 800, Denver, CO 80202. The pay range is $65,000 to $97,000. The selected candidate’s pay rate depends on job-related knowledge, skills, experience, education, and geographic location. The role may be eligible for performance-based incentive compensation. Columbia Bank offers eligible associates a comprehensive benefits package; eligibility begins the first day of the month following hire for associates regularly scheduled to work at least 30 hours per week.

Requirements

Bachelor’s degree in a related field or equivalent financial services experience.
At least 5 years of financial services experience in client-facing work or quality assurance involving call reviews.
1–2 years of leadership experience, including leading a team in financial services with responsibility for complex or escalated workflows.
Comprehensive knowledge of operations and client service best practices, including experience coaching employees and overseeing complex client interactions and higher-risk processes.
Comprehensive knowledge of financial services products and compliance requirements.
Demonstrated quality control review skills and experience training team members.
Strong organization, time management, problem prevention, and problem-solving skills, including the ability to manage multiple tasks.
Excellent written and verbal communication skills, including the ability to convey detailed information and instructions clearly and prepare reports, correspondence, job aids, and procedures.
Ability to work in a high-volume, deadline-driven office environment and adapt to a fast-paced, dynamic environment.
Strong understanding of PCs, the Windows environment, and Microsoft Office products.
Ability to exercise appropriate professional judgment in line with Columbia Bank culture.

Nice To Haves

At least 5 years of alternative investment experience.
Certified IRA Services Professional (CISP) certification.
Self Directed IRA Industry Professional (SDIP) certification.

Responsibilities

Conduct monthly quality assurance reviews of calls, emails, and other client communications for adherence to policies, procedures, security requirements, regulatory standards, and call center expectations.
Document quality review findings, identify trends and recurring concerns, and communicate results to call center managers to support coaching, training, and employee development.
Identify knowledge, process, or compliance gaps and recommend training, procedural, or operational improvements.
Support call center managers in collecting, monitoring, analyzing, and reporting team performance and quality metrics.
Review call center procedures, job aids, and training materials for opportunities to improve clarity, consistency, and efficiency.
Assess client escalations, evaluate circumstances, identify potential resolutions, and recommend process improvements based on the client experience.
Communicate professionally with clients and assist with formal complaints through written and verbal communication as needed.
Provide call center employees with guidance on procedures, servicing requirements, systems, and complex client situations as a subject matter expert and operational resource.
Identify opportunities to improve operational efficiency, service quality, employee effectiveness, and the client experience.
Support departmental projects and cross-functional initiatives as assigned by the Client Services Manager.
Maintain current knowledge of applicable regulations, policies, procedures, products, and systems, and complete required training.
Comply with bank regulations and policies, including applicable requirements concerning the Bank Secrecy Act, Regulation CC, Regulation E, and bank security.
Coach, mentor, or train others and teach coursework as a subject matter expert when asked.
Model and foster Columbia’s corporate culture, take personal initiative, and support the vision to become the “Business Bank of Choice.”
Perform other duties as assigned.

Benefits

Medical, dental, and vision plans
401(k) retirement savings plan with employer match for qualifying associate contributions
Employee assistance program
Life insurance
Disability insurance
Tuition assistance
Mental health resources
Identity theft protection
Legal support
Auto and home insurance
Pet insurance
Online discount marketplace
Paid vacation
Paid sick days
Paid volunteer days
Paid holidays
Performance-based incentive compensation may be available