Client Service Specialist, Sr

Overview:

Old National Bank has been serving clients and communities since 1834. With $50 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving.

Our team members are our greatest asset, and we continually invest in their growth and development. We offer a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization.

We are currently seeking a Senior Wealth Client Service Specialist. This position partners with assigned 1834 Advisors and Trust Officers to deliver a seamless and integrated client experience supporting High Net Worth (HNW) clients. Requires advanced skills and expertise in a variety of work processes or activities.

• Responsible for enhancing the Advisor’s effectiveness by performing a variety of moderately complex to complex, diverse, sensitive and confidential administrative functions while providing overall information support.
• Client retention and the consistent delivery of the Wealth Management client experience are critical to this role. This role is involved in all phases of the client relationship.
• May act as a team lead coordinating the work of others, but not a supervisor
• Works autonomously within established procedures and practices

Key Accountabilities

• Provides a high level of organizational and administrative support to the HNW Advisory group. Includes maintaining client files and records; preparing client mailings; and engagement with internal departments to effectively manage client’s relationship.
• Acts as liaison to assigned Advisors, understanding client, department, and organizational priorities.
• Provide day to day support to HNW Advisory clients. Particular tasks will vary based upon product area assigned but may include items such as researching and resolving account issues, escalating client matters to management, and processing client maintenance requests.
• May coordinate internal and external meetings including but not limited to confirming meetings/appointments, reserving meeting space, preparing meeting space with audio-visual technology as needed.
• May arrange corporate travel including developing itineraries and agendas, arranging transportation, lodging, and meeting accommodations.
• Discover, analyze, and research account problems and recommend solutions as appropriate.
• Establish and maintain orderly record keeping system ensuring maintenance of confidential account files.
• Demonstrated attention to detail.
• Works with Team Leads on Special Projects as assigned
• Acts as secondary point of contact for clients

• Provide assistance to HNW Relationship Managers in the completion of technical tasks and projects.
• Assist in preparing client presentations as needed.
• Build and maintain effective working relationships with other team members to ensure high quality and timely administration of assigned accounts.
• Maintain compliance with all internal policies and procedures as well as with regulatory requirements.
• Provides large degrees of client, technical and project related support.

• Monitors and executes all tasks required to fulfill customer’s service plan/objectives and meet day-to-day inquiries from the client.
• Resolution of client issues.
• Effectively manages and deepens client relationships. This includes but is not limited to providing a superior level of client service in any direct client engagement. Actively identifies and refers business opportunities to internal business units where appropriate. Strong working knowledge of these lines of business is required to provide confident responses and direction to customers.
• Provide administrative support to HNW Relationship Managers. Particular tasks will vary based upon product area assigned but may include items such as preparing/assembling client/prospect materials for meeting/presentations, preparing mailing, assisting with clients’ activities, and processing daily mail.
• Ability to interact effectively in a team environment.
• Demonstrated proficiency and effectiveness in strong customer service, communications, problem solving and organizational skills
• Follow-up on client issues and relay information to clients through correspondence, telephone communications and conferences.
• Resolve client requests and refer complex inquiries to HNW Relationship Manager.
• Attends and participates in client meetings as needed/requested.
• Drives improvement in departmental processes and individual client relationships by identifying and suggesting improvements to client support practices.

• Maintains up-to-date advanced knowledge of HNW product offerings and processes, changing ONB policies and procedures, and participates in all required compliance product and service training.
• May train others on products, services and related procedures, policies and technologies.

Key Competencies

Client Leadership: Strives to delight internal and external clients by becoming a trusted advisor, establishes long-term productive relationships by viewing and understanding outcomes and operations through the eyes of the client, identifying and acting upon needs, and delivering increased value.

• Asks effective questions to understand and clarify the client's needs and to gain information relevant to the solution, response or action required.
• Considers impact of actions, responses, decisions, etc. from the perspective of the client before taking action.
• Seeks information about the client's needs and issues to develop sound solutions tailored to the situation and the client.
• Recommends solutions based on current and future needs.
• Recognizes, escalates, and takes action when work processes or outcomes may impact the client experience.
• Uses one’s unique expertise/specialization to bring value to each client interaction.
• Promptly responds to client requests.
• Follows through on client commitments and follows up to ensure the client is satisfied.
• Resolves client issues and complaints in a timely manner.

• Sets clearly defined goals, milestones, and deadlines.
• Creates comprehensive and effective task plans with limited guidance.
• Manages assigned tasks with limited guidance/supervision.
• Consults with subject matter experts to collaborate and problem solve.
• Regularly review progress and seeks ways to accomplish work more efficiently.
• Adjusts priorities to ensure key deadlines are met.
• Meets the goal, deadlines and project milestones.

• Reviews the accuracy of information and content to provide accurate and consistent work.
• Provides information on a timely basis and in a usable form to others who need to act on it.
• Carefully monitors the details and quality of own and others’ work.
• Expresses concern that things be done right, thoroughly, or precisely.
• Completes all work according to process, procedures and standards.

• Knowledge of best practices in the field.
• Maintains knowledge of current developments and trends in all relevant technical/professional knowledge areas.
• Proficient in applicable systems, processes, processes and equipment.
• Understands the legal and regulatory requirements associated with the work.

• Recognizes and embraces when changing client or organizational expectations require new approaches or solutions.
• Demonstrates an understanding of the requirements of different situations and adapts his/her behavior.
• Flexible with reprioritizing work objectives based on changing needs and priorities.
• Readily modifies behavior to effectively adopt changes in the work environment (i.e., implements changes in work processes, procedures, policy or technology).
• Treats change and new situations as an opportunity for learning.

• Associate or bachelor’s degree preferred or three years’ related work experience.
• Must demonstrate a high level of professionalism, superior client service, and the ability to interact with clients and associates at all levels.
• Must possess strong verbal, written and presentation skills.
• Highly motivated and organized, with a strong attention to detail, and the ability to prioritize the work; an ability to meet strict deadlines, multi-task, and work with the HNW Advisory group and other ONB departments.
• Prior Experience in Wealth Management preferred.
• Proficient in all Microsoft Office Applications.
• Experience with working with a CRM system preferred.

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles.

As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, to fill a specific position

Our culture is firmly rooted in our core values.

We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.

We are Old National Bank.

Join our team!