Client Service Specialist

Overview

Old National Bank has been serving clients and communities since 1834. With over $70 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.

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance. 401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers 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 offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Responsibilities

We are currently seeking a Wealth Client Service Specialist that will be responsible for providing administrative and sales support for High Net Worth (HNW) Wealth Advisors. This role is 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. This role is an integral part of the client experience by providing a high level of client service. The incumbent is involved in all phases of the client relationship and is experienced in handling complex accounts.

Salary Range

The salary range for this position is $18.25/Hr. - $29.75/Hr.. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.

Key Accountabilities

Organizational and Administrative Support

Provides 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.

Administrative Technical Knowledge and Communication

• 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.

Execution of Exceptional Client Experience

• 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 in order 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.

Product Knowledge

• 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.

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.

Planning and Organizing: Ability to determine a course of action, set and manage priorities, and ensure optimal resources to achieve individual and/or team objectives.

• 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 reviews progress and seeks ways to accomplish work more efficiently.
• Adjusts priorities to ensure key deadlines are met.
• Meets the goal, deadlines and project milestones.

Attention to Detail: Completes work thoroughly and accurately; pursues quality in accomplishing tasks.

• 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.

Technical Knowledge: Possesses the required technical knowledge to perform the role effectively; continuous learning to adopt new trends or expertise.

• 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.

Adaptability: Modifies behavior and approach in order to deal effectively with changing business needs, conditions, work responsibilities and requirements, and client needs; maintains effectiveness when experiencing change.

• 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.

Qualifications and Education Requirements

• Associates or Bachelor's degree preferred or three year's 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, SVP, 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!

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If you're qualified for a position but need additional help with the application because of a disability, please email HRservices@oldnational.com (This email will respond to accommodation requests only.)