Client Experience Associate II

Position Summary:

The Client Experience Associate supports Wealth Management by delivering exceptional service that ensures client satisfaction and retention while adhering to all fiduciary policies and procedures. This role provides administrative support, including preparing documents, communicating with internal and external clients, compiling and reporting data, and reviewing account activity to ensure compliance with governing documents. The Client Experience Associate collaborates closely with Wealth Management team members to support accurate account administration and strengthen client relationships.

In addition, our FIRST Values apply to all teammates without exception.

FIRST Values

• Family – We support, trust, and respect each other, our customers, and our shareholders.
• Independence & Innovation – We embrace change as vital to our success.
• Relationships – We build relationships that are based on strong character, mutual loyalty, trust, and respect.
• Stewardship – We take care of ourselves so we can take care of others.
• Teamwork – We help each other grow and succeed.

Who we are:

The First National Bank in Sioux Falls began its long-term commitment to the Sioux Falls area in 1885. The oldest bank in Sioux Falls owes its longevity to a combination of service, stability, innovation, and family involvement. Over the past 140 years, The First National Bank in Sioux Falls has worked diligently to promote the growth and vitality of our city and the surrounding area. The Bank strives to continually be recognized as a community leader by reinvesting financial resources back into the communities it serves and encouraging active employee involvement in community volunteer organizations.

The First National Bank Way, which is a blend of our Mission Statement and FIRST Values, serves as the foundation of our culture. It is a gift that has been passed down to us and is the legacy that we will protect and preserve. Nothing is more important to us – it is the cornerstone of our success.

Our culture is driven by integrity, service, and strong values; nothing has shaped it more than our FIRST Values.

Our FIRST Values are not just words; they are truly felt by our employees, customers, shareholders, and communities. They tell us who we are as a business and guide our behaviors and decisions as we move forward and build successful relationships.

Although banking has evolved over the years, our mission and values have not and will not change.

What will you do:

Accountabilities

Client Service & Management

Provide superior client service resulting in high client retention, additions to accounts, and referrals for new prospective clients.

• Serve as one of the primary representatives on assigned accounts including handling client requests and questions; contacting clients on a regular basis and ensuring all reporting and client communication is accurate. Includes communicating with attorneys, accountants, and other professionals, as well.
• Provide the highest caliber front-line service to clients by telephone or email, handling inbound calls and contacts. Follow-up on client issues and relay information to clients through correspondence and telephone communications. Document client interactions in CRM.
• Coordinate and assist with new client set-up and account closing process for all assigned Wealth Management accounts. Can include preparation of new account paperwork, including material for prospect meetings.
• Lead in the coordination of client tax preparation, if needed, including organizing and tracking data for federal and state income taxes and real estate taxes.
• Complete day-to-day functions on all assigned Wealth Management accounts accurately and by necessary deadlines (i.e. handle customer requests, such as gifting, required minimum distributions, money distributions, and reports, etc.); interface with support areas such as Operations to ensure timely completion.
• Work with the Officer assigned to the account to raise cash to cover distributions.
• Provide advanced administrative support of Wealth Management accounts for assigned Officers.
• Coordinate Wealth Management client bill paying or distribution process including reviewing bills for accuracy and submitting for payment following department procedures.
• Review daily transaction reports and cash balances in accounts; may resolve problems or issues on assigned accounts and notify officer.
• Process and monitor account transactions and details in a timely manner. Maintain and update client and account information, files, settings, and forms (i.e. Real Estate Surveys, etc.). Prioritize tasks, stay accountable.
• Prepare asset deliver off forms and security set up forms for review by account officer.

Growth Mindset

Drive continuous growth by actively seeking learning opportunities to advance skillset, embrace a culture of continuous improvement and collaboration for department success, while enthusiastically pursuing ways to achieve defined growth goals.

• Solicit, welcome, and implement feedback from leaders, peers, COIs, and clients as a means to remain coachable, recognizing there is always room for growth and improvement.
• Actively pursue training, workshops, or certification opportunities that advance professional knowledge and align with department objectives.
• Regularly contribute ideas for process improvements.
• Engage with teammates across departments to exchange knowledge, align best practices, and work together on projects that contribute to broader company goals.
• Define specific, measurable goals for professional growth and regularly assess progress, seeking feedback and making adjustments as needed.
• Proactively apply new skills and insights from learning experiences to daily tasks, adjusting approaches to improve outcomes and efficiency.
• Approach obstacles as learning opportunities, working collaboratively to identify solutions and adjust strategies as needed.
• Actively contribute to team objectives and projects, participating in brainstorming sessions and showing openness to new methods.
• Volunteer for new tasks or projects that enhance skillsets and provide additional value to the department.

Qualifications

High School education required. Secondary education in related field preferred. Three or more years of relevant work experience or a combination of education/experience that would enable incumbent to meet accountabilities and required competencies of the position.

Skills and Abilities

• Ability to work independently with little supervision. Self-motivated.
• Excellent verbal and written communication skills.
• Ability to conduct relationships in a manner that ensures cooperation and positive results.
• Demonstrate a high degree of concern for professional and innovative customer service.
• Demonstrate solution-oriented services to customers.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and conflict resolution skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Working knowledge of Microsoft Office programs and be able to learn job-related software.
• Ability to adapt to the needs of the organization and teammates.

What's in it for you?

• Health Insurance
• Dental & Vision Insurance
• Profit Sharing
• Paid Vacation & Holidays
• Company paid short and long term disability
• Tuition Reimbursement Program
• Employee Banking Perks
• Community Volunteer time
• And More