Client Support Associate II

General Purpose

With direction from the Wealth Management Officers and guidance from Client Support Associates III/IV staff, the Client Support Associate (CSA) II performs daily client service and Wealth Management Officer support. Responds to client requests, questions, and provides account information to clients and Wealth Management Officers.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Backs up the CSA I for directing incoming calls, greeting and directing clients and visitors.
• Receives, opens, distributes, and processes mail and makes daily deposit, to back up CSA I.
• Collects, stamps, and drops off outgoing mail, including client birthday cards and large client mailings, to back up CSA I.
• Fields questions regarding Alpine Bank Wealth Management (ABWM) functions.
• Facilitates client requests for deposits, transfers, trades and distributions.
• Prepares account opening and closing documents to include checklist maintenance, document generation and client follow-up.
• Provides account maintenance by requesting and obtaining required documents from clients.
• Schedules appointments and account reviews between client and Wealth Management Officers.
• Conducts Annual Account Reviews with help from staff which includes AAR administrative question completion, flagging maintenance concerns and participating in administrative AAR meetings.
• Provides Memorandum Ticklers to Management.
• Learns ABWM processes, procedures, customer service standards, and organization.
• Works to develop strong interpersonal relationships with other CSAs, Operations Associates, Investment Associates, Officers, clients, and bank staff.
• Develops a basic understanding of operating systems including Global Wealth Enterprise Solution.
• Regular and reliable on-site attendance is required as an essential function of this position.
• Performs other duties as assigned.

Employees are held accountable for all duties of this job.

Knowledge, Skills, and Ability:

• General knowledge of investing and finance concepts including ABWM's portfolios and investment vehicles.
• Excellent written and verbal communication skills.
• Superior interpersonal, organizational and client services skills.
• Strong computer skills including proficiency in Microsoft Suite (Word, Excel and PowerPoint), and internet research.
• Ability to operate multi-line telephone system and fax machines.
• Ability to manage difficult customer situations.
• Strong ability and understanding the necessity of maintaining confidentiality.
• Ability and willingness to solicit feedback to improve customer service.
• Skill and ability to present numerical data effectively.
• Ability and willingness to identify and resolve problems in a timely manner and to develop alternative solutions when needed.
• Ability to balance team and individual responsibilities, adapt to changes in the work environment, manage competing demands, prioritize and plan work activities, and follow instructions.

• High School Diploma or General Education Diploma (GED) equivalent required.

• Previous work as a Client Support Associate I or similar in a banking environment is preferred.
• Experience in wealth management and/or financial planning industry is preferred.
• Proficiency in Microsoft Word, Excel, PowerPoint, internet research abilities, and strong communication skills required.
• Prior customer service experience is required.
• An equivalent combination of education and experience may be substituted on a year-to-year basis.

Working Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers,…