Institutional Custody Services Representative (Kansas City)

FLSA Status: Non-Exempt
Hours: Full-Time
Location: In-Office
Our Firm: National Advisors Trust was founded in 2001 as the nation's first independently owned national trust company. It was founded, in part, as a response to the dominance large banks and trust companies exerted over the trust services market.
Our Mission: Our mission is simple and clear: To provide expert trust and custody solutions to trusted advisors and the families they serve.
Summary
The Institutional Custody Services Representative(ICSR) provides daily support to our internal associates, our Advisors, and the accounts we serve. The ICSR is responsible for providing superior client experience through all communication channels. In addition, the ICSR is responsible for executing approved account instructions that include account opening, disbursements, receipts, maintenance requests, correspondence and supporting our business partners with custody related inquiries. The ICSR serves as the daily point of contact for the firms we service through phone and email communications.It is a top priority of the ICSR to provide timely and accurate processing and to deliver top-tier client service daily to our clients.
Responsibilities And Duties

• Provide thorough and timely follow-up of phone and email inquiries while providing excellent client service.
• Service clients with professionalism, sense of urgency, follow-up and resolution while updating responses and resolutions in CRM.
• Maintain high quality metrics for all assigned responsibilities.
• Utilize case management (CRM) according to department operating standards.
• Investigate, analyze, and resolve all account inquiries and escalations.
• Foster a partnership with our clients and provide training and support of various self- service functions.
• Willingness to take on additional workload to help teammates if necessary.
• Flexibility in making daily adjustments to address business needs.
• Fully own the account opening process from approval, set up, funding and ongoing support for custody clients.
• Daily oversight and administration of accounts that include (but not limited to) recurring remittances, form submissions, approvals, audits, documentation, and workflow management.
• Work with internal partners, such as Operations to resolve client inquiries while maintaining ownership forthe follow up and response to the client.
• Review accounts periodically to ensure adequate funding and general maintenance.
• Communicate and resolve inquiries with the various service teams at Charles Schwab, Fidelity, and FIS.
• Effective use of technology and self-service to resolve internal and external inquiries.
• Complete processing and quality control responsibilities within strict deadlinesaccording to NATC policies and procedures.
• Maintain appropriate levels of confidentiality both internal and external to the organization.
• Cross-train on various duties as directed within the team to provide coverage during absence or peak periods.
• Compliance with BSA/AML/OFAC-related laws and regulations as it applies within the scope of this position, including but not limited to, prompt completion of required BSA/AML/OFAC training.

Competencies

• Customer First Focus
• Commitment to Quality
• Winning Attitude
• Great Energy
• Computer Literacy
• Empathy
• Strong Oral and Written Communication Skills
• Accountability
• Adaptability
• Teamwork

Experience

• Associate degree or equivalent preferred
• 2+ years financial services experience and or custody environment experience preferred.
• 1+ years client service experience required.
• Possess strong business acumen and the ability to make timely and sound business
• Outstanding relationship building skills and service skills across a wide variety of discipline backgrounds to help achieve results.
• Excellent attention to detail and critical thinking
• Demonstrated ability to effectively be agile in a hands-on, fluid, entrepreneurial environment.
• Highly motivated self-starter capable of working in a team environment.
• Experience with AddVantage, Fidelity, Charles Schwab platforms, preferred.
• Intermediate experience in Microsoft Office suite of Applications to complete forms, worksheets with formulas for calculating.
• Experience with mail mergers in Word and Adobe preferred.

Physical Requirements

• Must be able to remain in a stationary position for prolonged periods of time to operate computer or other office machinery.
• Will occasionally move about inside the office to access other work -related machinery.
• Occasionally requires lifting objects that are 20 pounds to a height of 3-4 feet.

Work Environment: Professional, business setting
Benefits: National Advisors offers a wide range of employee benefits including 401K with company match, medical, vision and dental healthcare plans, paid time off, professional growth and internal promotion opportunities due to continuous organizationalgrowth.
This job description is subject to change at any time.
National Advisors Trust Company (NATC) is committed to complying with the Americans with Disabilities Act and all other applicable Equal Employment Opportunity laws and regulations. As such, NATC strives to provide reasonable accommodation to any qualified individual under the ADA to perform essential job functions.
NATC believes all individuals are entitled to equal employment opportunity and advancement opportunities without regard to race, religious creed, color, sex, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender, gender identity, gender expression, age for individuals forty years of age and older, military and veteran status, sexual orientation, and any other basis protected by applicable federal, state and local laws. NATC does not discriminate or adopt any policy that discriminates against an individual or any group of individuals on any of these bases.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)