Trust Securities Operations Supervisor

Columbia Bank•Denver, CO

8h•$65,000 - $97,000•Onsite

About The Position

The Trust Operations Supervisor – Quality & Client Experience supports the quality, consistency, and effectiveness of client servicing activities, with a primary focus on quality assurance reviews of inbound and outbound calls, emails, and other communications involving clients, third parties, and asset sponsors. The role evaluates 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 (KYC) procedures, the Gramm-Leach-Bliley Act, the Bank Secrecy Act, and Internal Revenue Code requirements. The Supervisor is also a subject matter expert and operational resource for call center teams. The position supports management reporting, employee development, escalations, process improvement, projects, and remediation of service-related issues. It requires professionalism, sound judgment, client service, and operational excellence. The role reports to the Client Services Manager and is based fully onsite at 1801 California Street, Suite 800, Denver, CO 80202. The stated pay range is $65,000 to $97,000. The selected candidate’s pay depends on job-related knowledge, skills, experience, education, and geographic location. The role may be eligible for performance-based incentive compensation. Columbia Bank describes a competitive total rewards package, with benefit eligibility beginning the first day of the month following hire for associates regularly scheduled to work at least 30 hours weekly.

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 financial services team responsible for complex or escalated workflows.
Comprehensive knowledge of operational 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 handle multiple tasks at once.
Excellent written and verbal communication skills, including the ability to convey detailed information and instruction and write 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.
Ability to work fully onsite at the posted Denver location.

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 compliance with policies, procedures, security requirements, regulatory standards, and call center expectations.
Document review findings, identify trends or 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 relevant circumstances, identify potential resolutions, and recommend process improvements based on client experience.
Communicate professionally with clients and assist with formal complaints through written and verbal communication when needed.
Serve as a subject matter expert and operational resource, guiding call center employees on procedures, servicing requirements, systems, and complex client situations.
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 knowledge of applicable regulations, policies, procedures, products, and systems, and complete required training to remain current on changes.
Comply with bank regulations, policies, procedures, and required annual or job-specific training; maintain working knowledge of applicable written policies and regulations, including Bank Secrecy Act, Regulation CC, Regulation E, and Bank Security requirements.
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 serve as a positive example.
Perform other duties as assigned.

Benefits

Medical, dental, and vision coverage.
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.
Access to an online discount marketplace.
Paid vacation, sick days, volunteer days, and holidays.
Performance-based incentive compensation may be available.