Client Services Specialist

SUMMARY

This position provides client service functions and comprehensive support to the Relationship Manager in a designated environment, including some direct client interaction. The role is responsible for preparing presentations and account documentation, maintaining databases and electronic records, monitoring daily account activity, and assisting with account openings, closings, asset setups, tax filings, and compliance reviews.

The position also coordinates client access, handles inquiries and transaction requests, supports regulatory and risk-related processes, and ensures timely, accurate completion of assigned tasks. This role serves as a liaison between internal partners and external service providers while consistently delivering The Citizens Experience to both internal and external customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Complies with, and stays abreast of, all policies and procedures, federal and state laws applicable to the job.
• Prepares client and prospect materials, including presentations and reports, using PowerPoint, Word, Excel, and other applications as needed.
• Files and maintains electronic documents through imaging systems and ensures accurate account documentation.
• Tracks and analyzes account fees using Excel and maintains databases and reporting tools, including SQL and other report-writing applications.
• Submits asset set‑up paperwork; monitors progress, tax coding, and account documentation; and coordinates RFP and client presentation preparation.
• Coordinates the preparation and timely filing of income‑tax returns and related tax payments for assigned accounts.
• Monitors account activity, including overdrafts; responds to client and officer requests via phone and email; processes checks and transfer requests; and performs other support functions as assigned.
• Prepares and processes account openings and closings, ensuring complete and accurate documentation and proper distribution/retention of records.
• Retrieves required documents to support Reg‑9 reviews and ensures ongoing compliance with review requirements.
• Sets up and maintains client access to Weblink and provides support as needed.
• Assists with Risk and Compliance reviews and submits required monthly and quarterly certifications.
• Provides dedicated one‑on‑one support to assigned Relationship Manager(s) and serves as backup during absences or vacations.
• Utilizes the Bridger system to complete customer screening, due diligence, and fraud‑prevention activities in compliance with AML, OFAC, Patriot Act, and related regulations.
• Serves as a liaison between FIS Reliance, Relationship Managers, and clients to ensure clear communication and coordinated service delivery.
• Monitors daily activity for assigned accounts to ensure accuracy, timeliness, and adherence to established procedures.
• Delivers and promotes The Citizens Experience in all interactions with internal and external customers.
• Tracks real estate held in trust, serves as the point of contact with the master trust insurance provider, and verifies adequate insurance coverage, reporting concerns to management.
• Coordinates employee benefit client loan requests, including hardships, terminations, and withdrawals, in accordance with established guidelines.
• Provide, present, and promote the Citizens Experience to all external and internal customers.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor's degree from four-year college or university; or one to three years minimum related experience and/or training or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to apply basic math concepts to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals using a PC or calculator.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER & SOFTWARE SKILLS

Proficient in Word, Excel, Outlook, PowerPoint, and AddVantage Trust Accounting System.

CERTIFICATES, LICENSES, REGISTRATIONS

None required.

OTHER SKILLS and ABILITIES

• Strong organizational skills with the ability to multi‑task and work effectively in a fast‑paced environment.
• High attention to detail and accuracy in documentation, data processing, and account administration.
• Proficiency with Microsoft Office applications and 10‑key, with the ability to learn and navigate specialized financial systems.
• Ability to meet constant deadlines while maintaining high‑quality work and sound judgment.
• Excellent communication and customer service skills to support Relationship Managers and interact professionally with clients.
• Maintains a professional and courteous demeanor in all interactions with clients, colleagues, and external partners.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands and fingers to operate a computer keyboard, mouse, calculator and telephone; and talk or hear. The employee is occasionally required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision. The associate must occasionally lift and/or move up to ten (10) pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is usually moderate.