Position Summary
The Director of Wealth Management Client Services is responsible for oversight of the Wealth Client Service teams and the delivery of service excellence as defined for the Wealth Management division. This individual drives effective utilization of client engagement processes and coordination of client service activities in collaboration with the sales teams. This individual leads the refinement of service standards, supports regulatory compliance and expense management, and leads the development and achievement of key performance indicators.This position reports to the Wealth Management Chief Operating Officer.Duties & Responsibilities
Leadership
- Mentor and coach Wealth Management (WM) Client Service Managers, Team Leaders and Client Service associates exemplifying how to operate in an efficient, proactive and customer-centric manner.
- Develop KPI measures, hold team accountable for achievement of goals and identify and implement solutions to address missed standards.
- Provide Client Service Associates with guidance and resources for delivery of high quality, high touch service to clients and internal teams.
- Serve as an escalation point for both team members and internal partners to ensure responsibilities meet expectations.
- Lead internal projects and partner closely with other teams to drive strategic initiatives.
- Evaluate staff performance and provide continuous feedback via informal discussions, semi-annual performance meetings and annual review process.
- Participate in the continuing strategic development of the client services operation model and help validate proposed ideas/plans prior to implementation.
Engagement and Development
- Create a culture focused on associate engagement fostering an environment that enables individuals to succeed and grow.
- Build and maintain relationships with Managing Directors and Market Presidents strengthening the synergies between teams and improving operational efficiency.
- Engage with leaders in Wealth Management building strong bonds between interdependent teams.
- Manage client experience by influencing internal stakeholders.
- Research, follow-up and resolve escalated client issues and problems through effective interaction with advisors, operations areas, and other partners in a timely and professional manner.
Process/Risk Management
- Coordinate the completion of core administration functions including but not limited to: fee reviews; IRA administration and DOL compliance with IRA rollover advice; First Busey stock retention letters; annual inspection and confirmation of insurance coverage of trust-owned real estate; internal audit responses; wealth management BSA process/compliance, ILIT and Land Trust vendor and process management.
- Drive regulatory compliance matters, including Reg 9 and admin reviews; investment policy statement exceptions and account maintenance items that are reported to AIRC.
- Function as a subject matter expert for the client service teams.
- Understand, manage, and collaborate with others on process and system enhancements that impact client services team.
- Proactively identify client experience improvements and efficiencies and drive the plan to implement changes.
Knowledge of:
- Strong oral and written communication skills with elevated level of customer contact via client meetings, phone, and correspondence.
- Strong organizational skills
- Time management skills
Ability to:
- Lead others through change.
- Multi-task and work independently.
- Make independent decisions.
- Establish and maintain collaborative partnerships at all levels throughout the organization.
- Maintain confidentiality of customer information.
- Perform duties under frequent time pressures
Education and Training:
- Requires bachelor’s degree in business or finance and ten or more years related experience in the financial services industry with high net-worth clients.
- 4+ years management experience.
- CFP, CTFA, CSOP, CTOP or FINRA Series 7, 66, 24 (or equivalent), strongly preferred
- Attend appropriate training and informational programs to enhance understanding of the industry as part of on-going job responsibilities.
- Requires knowledge of Microsoft Office.
Benefits and Compensation
Salary offered is based on factors, including but not limited to, the job duties, required qualifications and relevant experience, and local market trends. The role may be eligible for bonus or incentives based on company and individual performance.
(Base Pay Range: $68,000 - $94,000 Salary)
Busey (FirsTech) provides a competitive Total Rewards package in return for your time, talents, efforts and ultimately, results. Your personal and professional well-being—now and in the years to come—are important to us. Busey’s (FirsTech’s) Total Rewards include a competitive benefits package offering 401(k) match, profit sharing, employee stock purchase plan, paid time off, medical, dental, vision, company-paid life insurance and long-term disability, supplemental voluntary life insurance, short-term and long-term disability, wellness incentives and an employee assistance program. In addition, eligible associates may take advantage of pre-tax health savings accounts and flexible spending accounts. Visit Busey (FirsTech) Total Rewards for more information.
Equal Opportunity
Busey (FirsTech) values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey’s (FirsTech’s) commitment of delivering service excellence. Busey (FirsTech) is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey’s (FirsTech’s) Equal Opportunity Employment.
Unsolicited Resumes
Busey Bank, and its subsidiaries, does not accept any liability for fees for resumes from recruiters or employment agencies (“Agency”), without a binding, written recruitment agreement between Busey and Agency describing the services and specific job openings (“Agreement”). Busey may consider any candidate for whom an Agency has submitted an unsolicited resume and explicitly reserves the right to hire those candidate(s) without any financial obligation to the Agency, unless an Agreement is in place. Any email or verbal contact with any Busey associate is inadequate to create a binding agreement. Agencies without an Agreement are requested not to contact any associates of Busey with recruiting inquiries or resumes. Busey respectfully requests no phone calls or emails.
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What We Do
As of September 30, 2023, First Busey Corporation (Nasdaq: BUSE) was a $12.26 billion financial holding company headquartered in Champaign, Illinois. Busey Bank, a wholly-owned bank subsidiary of First Busey Corporation, had total assets of $12.23 billion as of September 30, 2023, and is headquartered in Champaign, Illinois. Busey Bank currently has 46 banking centers serving Illinois, eight banking centers serving Missouri, three banking centers serving southwest Florida, and one banking center in Indianapolis, Indiana. Through Busey’s Wealth Management division, the Company provides asset management, investment, and fiduciary services to individuals, businesses, and foundations. Assets under care totaled $11.55 billion as of September 30, 2023. Busey Bank’s wholly-owned subsidiary, FirsTech, specializes in the evolving financial technology needs of small and medium-sized businesses, highly regulated enterprise industries, and financial institutions. FirsTech provides comprehensive and innovative payment technology solutions including online, mobile, and voice-recognition bill payments; money and data movement; merchant services; direct debit services; lockbox remittance processing for payments made by mail; and walk-in payments at retail agents. More information about FirsTech can be found at firstechpayments.com. Busey Bank is honored to be named among America’s Best Banks by Forbes magazine for the second consecutive year. Ranked 26th overall in 2023, compared to 52nd in last year's rankings. Busey was named among DiversityInc’s Top Regional Companies. The DiversityInc Top 50 survey is the external validator for large U.S. employers that model fairness in their talent strategy, workplace and supplier diversity practices, and philanthropic engagement. We are honored to be consistently recognized nationally and locally for our engaged culture of integrity and commitment to community development. For more information about us, visit busey.com.
