POSITION SUMMARY:
We believe solid planning requires special expertise and a team approach. Our team includes individuals with financial planning, investment management, tax and legal expertise, dedicated to working with our clients to plan, grow and protect legacies across generations Adhering at all times to First Citizens’ Wealth Management superior client service standards, the Wealth Assistant is client-facing and responsible for performing varied and complex administrative duties ensuring the accurate, efficient, and timely processing of activities through proper planning, scheduling, and communication. The Wealth Assistant assists with the administration functions of the Wealth Advisory team with a focus on supporting client accounts of assigned Wealth Advisor(s). This role may provide support to an Investment Executive within the Investment Center.
ACCOUNTABILITIES:
Administrative Assistance: 60%
- Assists assigned Wealth Advisor(s) with daily activities including correspondence (incoming and outgoing), mailings, phone calls, scheduling, transcription, memoranda, notes, meeting preparation and follow up activities and tasks.
- Coordinates and monitors with Investment and Operations teams to complete all transactions initiated by assigned Officers required to fully service client accounts i.e. deposits, payments, transfers, paperwork, correspondence, client request fulfillment and special projects as needed under direction of assigned Officers.
- Initiates and completes assigned workflows in the Client Relationship Management tool (CRM) and other systems to ensure follow through with the client service standards.
- Anticipates needs of assigned Wealth Advisor(s) proactively communicating and addressing any issues that may impact ability to serve clients well.
- Communicates effectively with assigned Wealth Advisor(s) and Supervisor to ensure organization and prioritization of a multitude of daily tasks ensuring deadlines are met and everything needed for smooth internal operations is at hand.
- Maintains primarily electronic files in CRM and Sharepoint and ensures assigned Wealth Advisor(s) have access to all needed information promptly. Proactively addresses documentation issues to ensure required information can be easily located.
- Completes data entry, generates reports and compiles information needed to prepare for client meetings and ensure all meeting follow-up is completed within required timeframes.
- Obtains written authorizations and directions necessary for distributions, purchases, and sales in non-discretionary accounts.
- Prepares documents to open, maintain and close accounts on the Trust Accounting system and complete applicable department checklists, including completion of all required paperwork through Docusign or wet signature consistent with Department policies and procedures.
Client Service 25%
- Collaborates with Officers and other team members to ensure client needs are fulfilled consistent with service standards.
- Proactively communicates with clients consistent with client service standards ensuring strong documentation of interactions and communicating promptly any issues.
- Identifies opportunities to improve client service and advocate for client needs.
- Coordinates with other areas of First Citizens Bank to ensure positive overall client experience.
- Greets clients and ensures positive client experience via phone and in office (may include reception responsibilities).
- Responsible for ensuring Department physical atmosphere is clean, tidy, confidential, and welcoming, including all public areas (conference rooms, break area, etc.).
Compliance: 10%
- Ensures compliance with policies and procedures regarding client interactions, books and records requirements, transactions, file maintenance, documentation, marketing, etc.
- Completes all required training and alerts Supervisor when additional training needed.
- Maintains client confidence and protects Wealth Management operations by keeping information confidential and secure.
- Attends and completes mandatory compliance and training sessions.
- Monitors daily work for adherence to regulations, policies/procedures, and promptly corrects any deficiencies.
- Coordinates with WM Administrator to identify necessary updates to policies, procedures, workflows, forms, etc.
Other Duties: 5%
- Supports the team effort by providing back-up to other teams when necessary, as well as performing other duties and special projects as necessary.
- May serve as lead for client reception, phone calls and mail.
- Positively contributes to Wealth Management Department team efforts by accomplishing related results as needed.
- Adapts to changing situations and priorities to ensure the success of the team.
- Works closely with Trust Assistants to ensure consistent completion of Departmental tasks and activities and consistency for all clients.
- Provides a back-up when other Assistants are out of office, coordinating with Supervisor to ensure client needs are met.
COMPETENCIES:
Customer Service
- Exhibits customer focus, acknowledges & listens to customer, and provides friendly, courteous, and efficient service.
Team Skills
- Works together with a group of people to coordinate and help each other in daily tasks.
Coordination and Change Management
- Adjusts actions in relation to others’ actions and embraces change and sees it as an opportunity.
Verbal/Written Communication Skills
- Provides information to customers outside the organization, supervisors, co-workers, and subordinates clearly and concisely in writing, by telephone or through e-mail.
Problem Solving
- Analyzes information and evaluates results to choose the best solution and solve problems.
Attention to Detail/Accuracy
- Is careful, exact, and free from mistakes and errors. Adheres closely to a set of standards.
Obtain/Process Information
- Obtains information from relevant sources and compiles, codes, categorizes, calculates, tabulates, audits or verifies information or data.
Analyzing Data or Information
- Identifies the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
Documenting/Recording/Processing Information
- Enters, transcribes, records, stores or maintains information in written or electronic form.
Compliance/Banking Regulations
- Uses relevant information and individual judgment to determine whether events or processes comply with laws, regulations or standards.
ENVIRONMENTAL CONDITIONS:
- Work is performed primarily indoors in an office setting.
- Remote work is not available for this position.
PHYSICAL AND MENTAL DEMANDS:
- Position accountabilities are typically performed while sitting for most of the day. The physical and mental demands of this position are representative of those that must be met by an employee to successfully perform the essential position accountabilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential position and accountabilities. First Citizens reserves the right to review each requested accommodation and determine if it poses an undue hardship.
KNOWLEDGE, SKILLS AND ABILITIES:
- Associate degree preferred.
- Work experience with a trust department, investment firm, brokerage firm, community bank, financial services company or other professional environment performing administrative functions, including customer contact, preferred.
- Skill in performing basic mathematical principles (such as addition, subtraction, multiplication, division, decimals) in account transactions.
- Experience in advanced use of Microsoft Outlook, Word, and Excel. Office 365 and CRM system experienced preferred.
- Skill in working with the public, presenting a professional image of First Citizens, and servicing prospective and current customer inquiries, requests, and complaints.
- May require registering with Broker/Dealer as unlicensed Assistant.
