Trust Operations Officer jobs in Manchester, NH

Summary:

Supports the office in proactively developing new business opportunities and deepening relationships with existing clients in order to contribute directly to the growth of the office. At the Office Manager’s direction, manages a portfolio of clients to deliver an outstanding “concierge level” service experience. Enhances the relationships, balances, and profitability of assigned portfolio of clients. Functions as “trusted advisor” to banking clients providing solutions and delivering exceptional service. Works collaboratively with internal business partners to bring the entire bank’s capabilities to our clients. Senior level position within the office capable of providing management “back-up”, as needed.

This position will support the growth of the banking office and function in a universal role, handling any client need from basic teller transactions to more complex, sophisticated banking/wealth management inquiries. The ideal candidate will be expected to work independently and be proficient in all banking services.

Responsibilities:

• Attracts, develops, and manages relationships within the banking office. Focuses on managing existing portfolio and acquiring new relationships within target segments in support of the Bank’s strategic priorities.
• Identifies, builds, and strengthens relationships to increase penetration within community, through superior and interactive client experience.
• Anticipates financial needs of client and offers solutions through wide range of products, services, and expertise. Collaborates with business partners to bring the entire Bank’s solutions to every client. Supports the private banking model and can convey the bank’s value proposition.
• Develops superior understanding of the Bank’s capabilities across all business lines- deposits/banking, credit, and investment, for both personal needs and business.
• Provides regular value-added engagement with clients through face-to-face meetings in Office, through digital channels, and at client's preferred location.
• Owns every interaction in the office from start to finish. Masters all technologies to support the client’s needs at channel of choice.
• Acts as single point of client contact through consistent communication with client portfolio.
• Identifies referral opportunities to deepen existing portfolio.
• Proactively sources, acquires, and expands high-value client relationships by maximizing sales and service opportunities, and identifying referral opportunities.
• Refers opportunities to partners, where appropriate, including but not limited to Consumer Lending, Wealth Management, and Commercial Banking.
• Maintains operational excellence and meets all required regulatory and compliance guidelines/policy/procedure.
• Participates in banking center calling initiatives, outreach and marketing.
• Meets or exceeds assigned goals for new business, service excellence and operational performance.
• Senior Client Advisors may fill in for office managers as needed, and are expected to oversee the operations, service and business development activities during these periods of coverage.
• Will process teller transactions, open accounts and handle service inquires. Functions effectively in a cross-trained environment.

Qualifications:

• High School Diploma or GED. Associate's or Bachelor's degree preferred.
• Minimum 2 years of customer service and sales/business development experience with demonstrable success servicing clients and deepening relationships.
• Strong background in financial institution operating policies and procedures, banking regulations (state and federal) and public relations.
• Prior experience making outbound calls to clients or business clients and/or prospects.
• Prior banking experience preferred; customer-centric, relationship-focused “growth” mindset and entrepreneurial experience preferred.
• Strong knowledge of small business, mortgages, wealth management and lending services preferred.
• Knowledge of social media and the use of communications technology (e.g., Skype for business, WebEx, etc.). Excellent understanding of banking office technology for onboarding clients.
• Superior understanding of Bank product and service offerings.
• Excellent verbal and written communication skills.
• Effective decision making and interpersonal skills.
• Strong organizational skills.
• Ability to function in a team environment. Strong team player.
• Ability to interact with clients, partners, and team members in a professional and personable manner.
• Ability to follow established policies and procedures.
• Ability, motivation, and preference to succeed in a goal-driven environment.
• Ability to flex in and out of various roles as needed for the client- including teller, platform, management, etc.
• Self-motivated with demonstrated aptitude and desire for sales achievement.
• Strong commitment to personal growth, learning, and success.