Trust & Wealth Assistant II

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 collaborating with our clients to plan, grow and protect legacies across generations.The Trust & Wealth Assistant II ensures accurate, efficient, and timely processing of activities by planning, scheduling, and communicating, while consistently upholding First Citizens’ Wealth Management client service standards. This role supports assigned Officers' client accounts within a team. The Trust & Wealth Assistant II manages daily tasks for specific Officer(s) but is also cross-trained to back up all client-facing Officers in the Wealth Management Department, ensuring consistent service and client experience.

ACCOUNTABILITIES:

Administrative Support:                                   60%

• Provides administrative support to assigned Trust and/or Wealth Officer(s), including correspondence, scheduling, meeting preparation, documentation, and follow‑up activities.
• Coordinates with Investment Management and Operations teams to process transactions initiated by Officers, including deposits, payments, transfers, distributions, paperwork, and client requests.
• Initiates and completes workflows in CRM and other systems to ensure adherence to service standards.
• Maintains accurate electronic files in CRM and SharePoint, proactively addressing documentation gaps including monitoring follow up activities.
• Prepares account opening, maintenance, and closing documentation, including required checklists and signature processes.
• Assists with preparation of materials for client meetings, annual reviews, hearings, and committee presentations, as applicable based on team assignment.
• Provides backup assistance to other Officers and teams when necessary to ensure deadlines are met and service standards are maintained.
• Anticipates needs of assigned Officer(s) proactively communicating and addressing any issues that may impact ability to serve clients well.
• Communicates effectively with assigned Officer(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.
• Monitors transactions for assigned Officers, ensuring prompt approval and execution.
• Communicates professionally with third parties through telephone, mail, email, and face-to-face interactions.
• Displays a heightened understanding of fiduciary, investment, financial planning and IRA administration and proactively identifies and addresses issues to mitigate risk.

Client Service                                                 25%

• Communicates professionally with clients in accordance with service standards.
• Documents client interactions accurately and escalates issues appropriately.
• Coordinates with other areas of the Bank to ensure a positive client experience.
• Greets clients and supports reception and shared support team responsibilities as assigned.
• Maintains a clean, confidential, and welcoming office environment.
• Identifies opportunities to improve client service and advocate for client needs constituent with service standards.
• Able to address routine client matters independently under the oversight of the assigned Officer.
• Displays a level of knowledge and professionalism necessary to support high net worth clients and complex client matters.

Compliance:                                                     10%

• Ensures compliance with all applicable laws, regulations, and internal policies.
• Maintains confidentiality of client and Bank information.
• Completes required training and identifies additional training needs.
• Follows Wealth Management policies and procedures and routes compliance issues to assigned Officer or Supervisor as needed for resolution.
• Supports compliance, audits, and examination requests by gathering requested documentation.
• Monitors daily work for adherence to regulations, policies/procedures, and promptly corrects any deficiencies.
• Coordinates with internal parties to identify necessary updates to policies, procedures, workflows, forms, etc. 
• Assists with training and mentoring of Trust & Wealth Assistant I role.

Other Duties:                                                   5%O

• Supports the team effort by providing back-up during absences or increased workloads as well as performing other duties and special projects as assigned.
• Contributes to Wealth Management Department efforts by supporting a positive and professional work environment.
• Participates in departmental projects and process improvement initiatives.
• Adapts to changing situations and priorities to ensure the success of the Department.

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.

Qualifications

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 required, Bachelors preferred.
• Minimum 3 years’ experience in trust department, trust company, RIA, investment firm, brokerage firm, or related financial services firm required.
• Direct client experience preferred.
• Advanced training or skills in investments, fiduciary principles, or account-specific administration or relevant designation required.  This include certifications, previous licensing or formal training programs relevant to the role.
• 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 preferred.
• Skill in working with the public, presenting a professional image of First Citizens, and servicing prospective and current customer inquiries, requests, and complaints.