Overview:

Assists with most aspects of Global Capital Markets trust or entity administration and servicing of high net-worth private and institutional clients.  Supports less experienced account relationship managers with limited supervision.  May serve as administrator for medium to large (as defined by business) and/or highly complex clients.  Serves as point of contact for client regarding daily administration.  Maintains daily contact with clients to address general inquiries and/or facilitate client requests.  Processes all related transactions, including collecting critical documents, processing cash disbursements, trades and account balances, establishing new accounts and facilitating client requests for discretionary distributions and trust terminations.  Ensures proper administrative management for accounts under responsibility.

Primary Responsibilities:

• Oversee client relationships, making appropriate recommendations for routine internal business activities.
• Assist account representative(s) in revenue generating activities by providing appropriate recommendations, preparing documents for and participating in meetings.  Manage daily implementation of client strategies.
• Foster client relationships with assigned client base, serving as primary point of contact for the client; make recommendations for services to correct and/or enhance the client experience.  Resolve problems and respond to client requests in a timely manner.
• Manage relationships with internal and external service partners; assess issues requiring immediate attention in a timely manner and work to resolve all other issues through the normal course of business utilizing available resources. 
• Develop and maintain industry knowledge applicable to the business and demonstrate the ability to articulate that knowledge internally and externally.  Remain current on industry news applicable to the line of business.
• Demonstrate an in-depth knowledge of corporate policies and procedures related to the administrative role.
• Provide and maintain appropriate levels of controls to minimize losses.
• Provide effective support of team members. 
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.  Identify risk-related issues needing escalation to management.
• Promote an environment that supports diversity and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties as assigned.

Scope of Responsibilities:

The position may provide guidance to less experienced personnel or other staff.

Education and Experience Required:

Combined minimum of 4 years’ higher education and/or work experience, including a minimum of 1 year relevant work experience with direct client contact

Strong focus on customer service and satisfaction

Strong verbal and written communication skills.

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Education and Experience Preferred:

Bachelor’s degree focused on Finance, Business, Economics or Accounting and a minimum of 1 year relevant work experience with direct client contact

CCTS (Certified Corporate Trust Specialist) certification if corporate trust focus

Strong skills in pertinent software applications, with ability to learn new applications

Experience working in a team environment

Strong interpersonal skills with ability to build significant level of trust with clients

Self-confident

Proven ability to work well with highly capable and successful individuals

Strong analytical ability

Demonstrated ability to develop strong working relationships with administrative support areas appropriate to the business unit 

Experience contributing to positive working relationships and maintaining integrity and professionalism

Location:

Overview:

Responsible for providing tranactional operational and administrative sales support, mostly at a higher level of complexity, to both internal and external clients as part of the internal client service team.  Participates as part of the Wealth relationship team to guide sensitive and/or difficult client situations to a mutually satisfactory resolution.  Handles routine communication with clients and their advisors over telephone, email and fax.

Primary Responsibilities:

• Supports the client team to process workflow tasks in a timely manner and to provide a high level of internal and external client service
• Provides superior service through routine client communication with clients and their advisors over telephone, email and fax
• Responsible for opening new accounts and processing sales reports through WTBPM
• Processes routine client transactions such as cash disbursements and account maintenance requests (i.e. coding updates, address changes) and other transactions as requested.
• Files correspondence and other internal documentation in database
• Monitors and assists in covering overdrafts
• Initiates callbacks to clients
• Assists in facilitating requests for discretionary distributions from Trusts, and Trust terminations
• Train less experienced Client Service Associates
• Monitors high profile, client service activities and /or oversees task with other Client Service Associates to ensure work is completed timely and with superior client service. 
• Implement client requests under IA/FA guidance and provide expert support.
• Provides the Wealth sales team and/or Market Leaders sales support for market-specific special projects, such as event coordination, process improvement and market specific sales initiatives. 
• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.  Identify risk-related issues needing escalation to management. 
• Promote an environment that supports diversity and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Complete other related duties as assigned.

Scope of Responsibilities:

Assists Client Manager and Wealth team in process workflow to ensure timely processing and providing the highest level of service and satisfaction. 

Education and Experience Required:

Bachelor's degree and a minimum of 2 years investment, trust or fiduciary experience working with high net worth clients, or in lieu of a degree, a combined minimum of 6 years’ higher education and/or work experience, including a minimum of 2 years investment, trust or fiduciary experience working with high net worth clients

Education and Experience Preferred:

CFP (Certified Financial Planner)

CTFA (Certified Trust & Financial Advisor) 

Location: