Provide ongoing relationship management and service to high profile clientsMaintain goodwill and seek opportunities to deepen the business relationshipApply strong critical thinking and problem-solving skills to meet client needsProvide superior service to internal and external clientsResponsible for assisting in the retention and expansion of existing customer relationships through the provision of excellent customer service and communication with the Account ManagerFollow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.Maintain knowledge of all documentation required to open a business account for high profile customers, including auxiliary products that customers may require such as ACH origination, Silvergate Exchange Network (SEN), FX services, etc.Maintain knowledge of technology offerings and act as a subject matter expertMaintain knowledge of wire transfer processes and procedures, both domestic and foreign, including foreign exchange conversion processesEnsure appropriate operating policies and procedures are executedEnsure prompt and appropriate error resolutionResolve client complaints promptly and appropriatelyMaintain comprehensive knowledge of the Bank’s products and servicesDelegate when appropriate, and exercises effective follow-up Meet company and client deadlinesManage workload in a productive mannerMaintain current knowledge of all federal and state laws and regulations, along with the Bank’s policies and proceduresProvide support and insight when escalating a client to Management and/ or BSA during the onboarding process or when a decision to exit a relationship is made.Effectively communicate to Management the options and solutions to rectify urgent customer support issues and avoid significant customer impactRate negotiations (if applicable), waiving fees or charges, NSF, overdraft and general risk management

Responsible for providing quality service to each account in the positions book of accounts through a thorough knowledge of the personality of each account. This includes maintaining on-going relationships with clients, beneficiaries, trustors and related professionals connected with those accounts. Responsible for administering all accounts according to applicable laws, regulations and policies and in accordance with trust documents to carry out the intent of the trust. Review, regularly, all of the financial transactions in each account, and to review, monitor and ratify all cash payments and fee charges. Review all statements, reports, and accountings for each account in a timely manner and forward them to interested parties, as appropriate. Maintain communication with trust beneficiaries, providing such personal services as are needed and appropriate. Participate in the development of new business from outside sources and broadening the range of Bank services offered to each account and to foster new business through existing client relationships independently and in conjunction with other Bank officers.

Service clients with $5 M+ in bank assets, and interface with a Specialty Assets Group to handle a variety service issues. Open individual and fiduciary accounts and execute trades and transfers. Work with Senior Trust Officer to review, evaluate, and assist with client trust and estate planning documents. Meet regularly with clients, advisors, attorneys, business managers, foundations, etc. Prepare pre-acceptance documents for real estate transactions. Coordinate with Sales, Legal, Risk, and Compliance Departments for proper document preparation and smooth workflow. Adhere to all banking regulations including OFAC, OCC, Bank Secrecy Act, KYC, AML Compliance, etc., ensuring account opening, servicing, and funding follow bank policies and procedures. Follow-up on transactions and perform due diligence, saving multiple accounts. Research past transactions for tax documents and interface with inventory managers and strategists to obtain cost basis figures. Actively solicit additional clients on- and off-site and by phone. Train new Fiduciary Associates. Also responsible for client money movements: ACH transfers, account closings/transfers, domestic and international wire requests and executions.● Selected as part of Project Next Paradigm, a team of six creating and simplifying account processes and improving customer service.● Go–to person for opening complex and international accounts.● Multiple Best Shot Awards and Exceptional Service Awards for special accomplishments.