Trust Operation Specialist - Client Service

About the Role

Trust Operations Specialist – Client Service supports investors in private equity, real estate, private debt, and other alternative assets. The role involves researching and resolving complex client inquiries while ensuring strict adherence to trust regulations and security standards.

• Answer questions regarding investments in private equity, real estate, private debt, and other alternative assets.
• Effectively handle client inquiries by researching and analyzing complex issues.
• Adhere strictly to trust regulations and security standards including KYC, the Gramm‑Leach‑Bliley Act, the Bank Secrecy Act, the Internal Revenue Code, and all other applicable regulations set forth by the IRS and other agencies.
• Serve as the face of the company at the front lines of the customer service experience.
• Provide superior customer service through an omni‑channel environment (chat, written correspondence, incoming calls, outbound calls, and emails) to internal and external parties such as clients, asset sponsors, financial advisors, attorneys, and CPAs.
• Represent the company in a highly professional manner while resolving issues and communicating information confidently.
• Use working knowledge of various processes, asset types, and service levels across the firm to quickly analyze the root cause of issues and determine the correct course of action, following up to ensure resolution.
• Mitigate company risk through following all security and fraud prevention requirements.
• Educate advisors, clients, and third parties on the do’s and don’ts of alternative asset investing, working with the Company, applicable fee schedules and timelines, and procedures for account opening, funding, and investing, as well as ERISA guidelines.
• Prepare and archive professional correspondence.
• Investigate account issues by analyzing investment and transactional activity and/or errors, including complex compliance issues pertaining to IRS rules and regulations.
• Identify, analyze, resolve, and report on specific client requests and issues.
• Develop expertise to provide ongoing client support and assistance.
• Manage low‑level escalations, including drafting free‑form professional responses to client escalations and inquiries.
• Identify, recommend, and potentially design and assist in the development and implementation of process improvements that enhance the client experience.
• Accurately file reports on client issues for management review.
• Analyze trends in client issues to facilitate service improvement.
• Perform other duties as assigned.

• High school diploma or GED required; bachelor’s degree preferred.
• Two or more years of experience in a customer success role involving highly detailed transactions; 1‑2 years in a fast‑paced call‑center environment preferred.
• Working knowledge of trust accounting systems, IRAs, and alternative assets preferred.
• Certified IRA Services Professional (CISP) designation with the American Bankers Association preferred.
• Self‑Directed IRA Professional (SDIP) designation from the Retirement Industry Trust Association preferred.
• Proficiency in IRC
  4975, prohibited transactions, and all other ERISA guidelines.
• Proficiency in IRS publication
  590 and regulatory requirements.
• Excellent verbal and written communication skills.
• Knowledge of operational procedures, practices, and policies.
• Demonstrated ability to sell bank products and services.
• Ability to mentor new associates through on‑the‑job training.
• Ability to multi‑task and work with over 25 software applications.
• Intermediate computer skills, including MS Office and banking software.
• Basic troubleshooting skills for mobile devices, browsers, and related technology.
• Thorough understanding of products and services offered by the bank and advanced knowledge in specialty areas.
• Excellent customer service skills and ability to work effectively with the public.

• Health, dental, and vision coverage (medical, dental, and vision plans).
• 401(k) retirement savings plan with employer match for qualifying contributions.
• Employee assistance program.
• Life and disability insurance.
• Tuition assistance.
• Mental health resources.
• Identity theft protection.
• Legal support.
• Auto and home insurance.
• Pet insurance.
• Online discount marketplace access.
• Paid vacation, sick days, volunteer days, and holidays.

1045 W Katella Avenue Suite 100 Orange CA 92867

$22.61 per hour - $27.25 per hour. Additional performance‑based incentive compensation may be offered.

Columbia Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristic.