Client Service Associate

Job Description

Reporting to the Manager, this position supports Client Service Officer (CSOs) in the administration of Charitable Foundation Services (CFS), Institutional Client Services (ICS) and Retirement Plan Services (RPS) accounts where the Bank is acting as trustee, agent, or custodian. Performs daily operational activities of accounts and provides the highest level of customer service to (internal and external) clients, prospects, partners, and Centers Of Influence (COIs). Assists in business unit’s compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

Responsibilities

• Serves as liaison between (internal and external) clients, officers, CPAs, auditors, attorneys and other support units in researching/responding to requests for information, and the overall administration of assigned relationships. Effectively coordinates and communicates with Central Admin Services – Administration (CASA), the team and the client to ensure requests are met on a timely and efficient basis. Handles day-to-day account administration activities as assigned by CSOs. Proactively prepares memos and internal and external correspondence.
• Supports Relationship Managers (RMs) by performing the following tasks:
• Scheduling Support – coordinating or implementing the client relationship strategy under the direction of the officer(s) on the account.
• Logistical coordination and support- scheduling conference call numbers, meeting rooms, food and beverages along with any meeting material for meetings or events.
• Meeting support
• Client Relationship Management Software Support- helping officers with tracking and booking client servicing and business development reporting/ activity.
• Reviews at least annually all assigned relationships for compliance with document requirements and with department policies and procedures. Actively ensures compliance with all IS, Trust Services Group (TSG) and Bank Policies and Procedures, the Bank of Hawaii Code of Business Conduct & Ethics and all Fair Banking, Anti-Money Laundering, Bank Secrecy Act, information security and suspicious activity reporting requirements. Reviews all e-reviews after CASA has prepped them in order monitor and mitigate account administration risk and ensues completeness and accuracy before giving to AO’s for final sign off. Handles identified issues timely and by deadlines.
• Keeps informed of current bank policies and procedures, federal laws and regulations, etc. through the use of TSGs Trust Procedures (TPROC), Every Trust Policy (TPOL), RegU and Blueflash. Responsible for completing the background work for RM/AO’s Compliance and Audit requirements (risk scoring, outstanding fees, quarterly reports, suspicious activity monitoring reports, etc.)
• Evaluates, recommends and assists with implementing efficiencies to streamline processes and procedures.
• Performs all other miscellaneous responsibilities and duties as assigned.
  
  

This position requires use of a personal computer and other standard office equipment (typewriter, fax, copies, calculator and telephone).

Qualifications

MINIMUM QUALIFICATIONS:

• Education: Bachelor’s degree from an accredited institution, or equivalent work experience.
• Experience: Level is dependent on years of experience and size/complexity of prior positions held. Level I: 3 years of experience in charitable foundations, institutional services, investment services, trust services, or equivalent work experience. Must have ability to read and understand standard trust provisions. Understanding of general accounting principles preferred. Prior customer service experience also preferred. Level II: 4 years of experience in charitable foundations, institutional services, investment services, trust services, or equivalent work experience. Requires working knowledge of laws and regulations pertaining to charitable trusts. Must have the ability to read and understand trust provisions. Requires understanding of general accounting principles.
• Technical Skills: Demonstrated proficiency and expertise with personal computers and Microsoft applications (Outlook, Word, Excel, Access, and PowerPoint) or similar software. Knowledge of or ability to use Bank software and systems including Star PC, Metavante, Advantage, Dashboard, ES4, Foundant or other equivalent applications.
• Other Job Qualifications: Excellent verbal, written and interpersonal communication skills. Must be a good listener, who is able to express complex ideas in concise and simple terms. Should be able to work independently, think critically and be proactive. Requires well developed analytical, problem solving and organizational skills. Should have proven customer relationship skills. Able to type accurately at least 35 wpm. Must be able to work evenings, weekends and holidays, as necessary and assigned.
  
  
  

As a Bank of Hawaii employee, you ensure (or assist with ensuring) compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

Delivering exceptional customer experiences is at the heart of what we do at Bank of Hawaii. We listen, understand and deliver what our customers need to help them build a better tomorrow.

We are an EEO/AA employer, including disability and veterans. For Bank of Hawaii's full EEO statement, please visit https://www.boh.com/careers .