Client Services Associate (WM) in Rockford, Illinois at Midland States Bank

At Midland States Bank, base salary is one component of our Total Rewards program. Exact compensation is determined by factors such as (but not limited to) education, skills, internal equity, and experience. This position offers additional compensation in the form of short-term incentives (i.e. bonus and/or commission) and may include long-term incentives (i.e. stock awards). Benefits for this role include comprehensive healthcare, well-being benefits, paid family leave as well as generous paid time off. Total Rewards also include banking perks, an Employee Stock Purchase Plan, 401K plan with company match and may include the opportunity to participate in our Non-Qualified Deferred Compensation plan. Incentives and benefits are subject to eligibility requirements.

Position Summary

The Client Services Associate ensures the highest level of customer satisfaction by providing excellent service and support to our clients. This role assists the Wealth Management Sales personnel, and works closely with the Wealth Management Advisor or Trust Officer in providing administrative support. This position is an individual contributor role.

Primary Accountabilities

• Manages the day-to-day administration of accounts providing guidance on various financial products and services.
• Proactively handles the account base to prevent and minimize service and operational issues.
• Serves as additional point of contact for existing clients in collaboration with the assigned relationship manager.
• Maintains contact with clients, beneficiaries, and referral sources to deliver agreed upon services, address inquiries and resolve issues.
• Stays up-to-date on internal procedures related to distributions, account maintenance, account opening/closing, Investment Systems and Annual Reviews, and management of overdrafts.
• Prepares and verifies documentation on wealth management accounts.
• Collaborates with Operation and Portfolio Management staff to enhance the overall client experience.
• Manages day to day operations, scheduling meetings, screening calls, maintaining files, mail distribution, ordering office supplies and greeting walk-in clients.
• Cuts and/or distributes checks as directed by Trust Administrator or Trust Officer.
• Facilitates the preparation of routine correspondence and makes outbound client calls, supporting client relationships.
• Receives service-related phone calls from clients and addresses their needs.

• Enters client data into Salesforce/MoneyGuide Pro.
• Prepares for and attends client meetings along with Advisor or Trust Officer as needed.
• Assists with opening and closing accounts including obtaining information required for transfers.
• Strictly to compliance and operational risk controls in accordance with Bank and regulatory standards.
• Maintains compliance reporting and requirements.
• Assists with Wealth Management Audits.
• The role requires occasional travel for training and team meetings, and willingness to travel periodically, to locations within market as needed.
• May require work in a Midland office to ensure collaboration and support of internal and external customers.
• Maintain compliance with all applicable regulations including, but not limited to, the Bank Secrecy Act (BSA).
• Other duties as assigned.

Position Qualifications

Education/Experience:

• Associate degree or equivalent experience in Office Administration required, Bachelor’s Degree preferred.
• 2+ years of experience in administrative, operational, receptionist or sales support position(s).
• Proficient in Microsoft Office (Word, Excel, Outlook, and PowerPoint).
• Strong oral, written, and interpersonal communication skills.
• Strong organization and time management skills.

• Strong attention to detail.
• Ability to work independently and as part of a team.

Competencies:

• Business insight
• Cultivates innovation
• Drives results
• Makes sound decisions
• Being a brand champion
• Collaborates
• Communicates effectively
• Customer focus
• Being Authentic
• Emotional Intelligence
• Self development
• Being flexible and adaptable

At Midland States Bank, we believe that when we can bring our whole selves to work each day, we become happier, more comfortable, more confident and more excited to do great things for our customers, each other and our company. We’re proud to be an Equal Opportunity and Affirmative Action employer. At Midland, we recruit, employ, train, compensate and promote without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you are looking for a place to grow, we encourage you to apply at Midland States Bank, because you belong here.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Midland States Bank Human Resources at HR@midlandsb.com.