Distributions Manager

About Entrust

The Entrust Group (“Entrust”) is a pioneer in the world of self-direction for investments. For 40 years, we’ve provided account administration services for self-directed retirement accounts and tax-advantaged plans. As a Self-Directed IRA (“SDIRA”) administrator, Entrust assists clients in purchasing alternative investments with their retirement funds that are typically unavailable through banks and brokerage firms. With an Entrust Self-Directed IRA, clients can develop a more resilient and diversified portfolio by investing in assets such as real estate properties, precious metals, start-ups, private equity, loans and more.

Job Summary

The Distributions Manager at The Entrust Group is responsible for overseeing the Distributions Department, which manages a wide range of client transactions and operational responsibilities. The role requires a strong understanding of the logistics associated with each asset class available to The Entrust Group’s clients, IRA reporting requirements, IRA and Qualified Retirement Plan (“QRP”) regulations, and the life cycle of an Entrust account.

The Distributions Manager plays a key role in department staffing and employee management, including supporting the hiring, retention, training, development, performance management and when necessary, disciplinary actions.

This position ensures that the Distributions Department is properly staffed, trained, and equipped to manage growing transaction volumes while providing timely, accurate support to clients with complex distribution-related questions.

The Distributions Manager reports to the Director of Operations & Executive Vice President.

Responsibilities

The duties and responsibilities of the role include, but are not limited to the following:

• Personnel Management
  • Screen, interview, and provide essential input regarding the hiring of new Distributions Associates.
  • Foster a positive, productive, and collaborative work environment for Distributions Associates.
  • Monitors associate performance and implement coaching and counseling as needed. Develop and implement ongoing training to support the continued growth, accuracy, and effectiveness of Distributions Associates.
• Client Experience Management:
  • Ensure that Distributions Associates have the tools, training, resources, and capacity needed to deliver excellent client experiences.
  • Monitor KPIs, including processing times, volume of transactions processed, to ensure department performance aligns with set expectations.
  • Provide guidance and support to Distributions Associates and Client Services Associates during complex client transactions.
  • Handle client escalations with professionalism and empathy to deliver the best possible Client Experience while ensuring compliance with The Entrust Group Policies and Procedures.
  • Serve as an internal subject matter expert for complex distribution-related transactions, including divorce transfers and other specialized transactions. Establish, maintain and communicate clear Service Level Agreement (“SLA”) turnaround times so that clients and related third parties understand expected transaction completion timelines.
  • Oversee the Distributions team and directly contribute to earning positive online client reviews by providing excellent service that exceeds expectations.
• Continuous Improvement:
  • Maintain a working knowledge of how each Operations Department functions to ensure procedural changes impacting the Distributions Department transactions are incorporated swiftly.
  • Stay current on changes to applicable laws, regulations, and requirements related to IRAs, QRPs, ESAs, and HSAs offered by The Entrust Group.
  • Partner with IT and DataArt to improve The Entrust Group’s online portal through development requests, support tickets, and User Acceptance Testing of features that impact the Distributions Department.
• Documents & Records:
  • Maintain and improve desktop procedures related to Distributions Department transactions, policies, and associate responsibilities.
  • Maintain and improve department-specific spreadsheets, logs, reports, and records of Distributions Department activities and client interactions.
  • Partner with the Marketing Department to maintain and improve client-facing forms used to request Distributions-related transactions.
• Procedure Knowledge:
  • Maintain in-depth knowledge of each step required to process the following Distributions transactions, including the experience from the client’s perspective:
    • Cash and in-kind distributions, including Real Estate, Precious Metals, and other Alternative Assets.
    • Cash and in-kind Roth Conversions, including Real Estate, Precious Metals, and other Alternative Assets.
    • Cash and in-kind recharacterizations, including Real Estate, Precious Metals, and other Alternative Assets.
    • Recurring distributions
    • Internal transfers due to death, including the receipt, handling, and processing of original death certificates received by The Entrust Group.
    • Internal transfers due to divorce
    • Cash and in-kind internal rollovers, including Real Estate, Precious Metals, and other Alternative Assets.
    • Distributions from non-IRA accounts, such as HSAs, ESAs, and QRPs
    • Federal and state income tax withholding accrual and remittance
    • Distributions due to resignation as custodian

Qualifications

• Excellent verbal communication and business writing skills
• Strong analytical, critical thinking, and problem-solving skills
• Ability to retain and apply complex information accurately
• Strong problem-solving and decision-making skills
• High attention to detail and ability to work independently. Self-starter with the ability to manage competing priorities in a fast-paced environment.
• Proficient with Microsoft Office and Teams
• Strong sense of empathy and ability to communicate effectively with diverse groups while consistently upholding company policies and procedures.
• Ability to lead, coach, and develop team members while maintaining accountability for departmental performance.

Education and Experience

• Bachelor’s degree
• Experience with IRA and other retirement account regulations required
• Experience managing small teams in growth environments
• Experience in financial services, retirement services, self-directed IRAs, or alternative assets preferred.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• Able to stand and walk for a minimum of 3 hours in an eight-hour workday
• Hand use: continuous keyboarding, frequent simple grasping, and occasional fine manipulation
• Occasional bending, reaching, and twisting (waist level)