Account Maintenance Specialist

📍 Louisville, Colorado | Hybrid After Training
🕒 Full-Time | Non-Exempt
💰 Pay Range: $25.00–$30.00 per hour
📅 Shift: Monday–Friday, 8:30 a.m.–5:00 p.m. MT

New Direction Trust Company is seeking a detail-oriented and dependable Account Maintenance Specialist to support the ongoing administration of client accounts.

This role is responsible for reviewing and processing account maintenance requests, updating client records, and ensuring account information remains accurate, complete, and properly documented. The Account Maintenance Specialist works closely with clients and internal departments to resolve missing information, complete requests promptly, and support an efficient client experience.

The right person for this role is highly organized, comfortable working in a regulated environment, and able to manage a high volume of detail-oriented work. They take ownership of their assignments, communicate clearly, and understand the importance of accuracy when handling sensitive client and account information.

• Review and process account maintenance requests accurately and within established service standards.
• Update client demographic information, including addresses, phone numbers, email addresses, and other account details.
• Process beneficiary additions and changes based on properly completed documentation.
• Review and process authorized individual, interested party, power of attorney, and representative-related requests.
• Support account registration, account type, and other administrative account changes.
• Review submitted forms and supporting documentation for completeness, accuracy, and required authorization.
• Contact clients or internal partners when additional information, clarification, or corrected documentation is needed.
• Maintain accurate and complete records of account updates, client communications, and supporting documentation.
• Monitor assigned work queues and follow outstanding requests through completion.
• Identify discrepancies, potential risks, or unusual account activity and escalate concerns through the appropriate channels.
• Protect confidential client information and follow established privacy, security, and recordkeeping requirements.
• Partner with Client Services, Trust, Transactions, Compliance, AML/KYC, Finance, and other departments to resolve account needs.
• Assist with returned mail, account restrictions, deceased-account notifications, and other maintenance-related requests as assigned.
• Support department reporting, quality-control reviews, process improvements, and special projects.
• Cross-train on additional Account Maintenance responsibilities and provide backup coverage as needed.
• Complete other duties based on evolving business and operational needs.

• Experience in financial services, banking, trust operations, retirement accounts, account administration, records management, or a related operational role is preferred.
• Exceptional attention to detail and a strong commitment to accuracy.
• Ability to review forms and supporting documentation carefully and identify missing or inconsistent information.
• Strong organizational and time-management skills.
• Ability to manage a high volume of requests, changing priorities, and deadlines.
• Strong written and verbal communication skills.
• Professional and confident communication when working with clients and internal partners.
• Ability to research issues, solve problems, and follow assignments through completion.
• Sound judgment and the ability to determine when an issue requires escalation.
• Proficiency in Microsoft Office, particularly Outlook, Word, and Excel.
• Ability to learn and work within client relationship management, workflow, and trust-accounting systems.
• Ability to handle confidential personal and financial information appropriately.
• High school diploma or equivalent required; an associate or bachelor’s degree in business, finance, or a related field is preferred.
• Experience with IRAs or self-directed retirement accounts is helpful but not required.

• Take pride in completing detailed work accurately.
• Enjoy organizing information and resolving documentation…