Trust Securities Operations Supervisor

Trust Operations Supervisor
- Quality & Client Experience

The Trust Operations Supervisor
- Quality & Client Experience reports directly to the Client Services Manager and is responsible for supporting the quality, consistency, and effectiveness of client servicing activities. The primary focus of this role is quality assurance through the review and evaluation of inbound and outbound calls, emails, and other client communications involving clients, third parties, and asset sponsors.

The Supervisor evaluates interactions to ensure call center employees adhere to established policies, procedures, service standards, security protocols, and applicable banking, trust, and regulatory requirements. This includes requirements related to customer identification and Know Your Customer (KYC) procedures, the Gramm-Leach-Bliley Act, Bank Secrecy Act, Internal Revenue Code, and other applicable banking and trust regulations.

In addition to quality assurance responsibilities, the Supervisor serves as a subject matter expert and operational resource for the call center teams. The role supports management reporting, employee development, escalations, process improvement, project initiatives, and the remediation of service-related issues. The Supervisor is expected to model a high standard of professionalism, sound judgment, client service, and operational excellence.

Responsibilities include:

• Conducts monthly quality assurance reviews of calls, emails, and other client communications to evaluate adherence to established policies, procedures, security requirements, regulatory standards, and call center expectations.
• Documents quality review findings, identifies trends or recurring areas of concern, and communicates results to the call center managers to support coaching, training, and ongoing employee development.
• Identifies potential knowledge, process, or compliance gaps through quality reviews and recommends appropriate training, procedural, or operational improvements.
• Supports the call center managers in collecting, monitoring, analyzing, and reporting team performance and quality metrics.
• Periodically reviews call center procedures, job aids, and training materials to identify opportunities for clarification, consistency, efficiency, and improvement.
• Assesses client escalations, evaluates relevant circumstances, identifies potential resolutions, and makes recommendations regarding process improvements based on the client experience.
• Communicates professionally and effectively with clients and may assist with formal complaints through written and verbal communication.
• Serves as a subject matter expert and operational resource for call center employees, providing guidance on procedures, servicing requirements, systems, and complex client situations.
• Proactively identifies opportunities to improve operational efficiency, service quality, employee effectiveness, and the overall client experience.
• Supports departmental projects and cross-functional initiatives as assigned by the Client Services Manager.
• Maintains knowledge of regulations, policies, procedures, products, and systems applicable to assigned responsibilities and completes required training to remain current on regulatory and procedural changes.
• 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…