Wealth Management Operations & Systems Support Specialist

Position Overview

The Wealth Management Operations & Systems Support Specialist supports Wealth Management operations with a primary focus on fiduciary trust systems, technology platforms, and user support. This position provides operational and technical assistance to internal users and clients, researches and resolves system issues, manages system access, and partners with technology and operations teams to ensure effective delivery of Wealth Management services.

The ideal candidate combines experience in banking operations, trust administration, wealth management, or technology operations with strong analytical, troubleshooting, and customer-service skills.

Work Model

• Hybrid Schedule: 3 days per week in the office
• Limited off-hours or weekend availability may be required for system upgrades, testing, and disaster recovery exercises.

Key Responsibilities

Wealth Management Systems & Access Support

• Set up and maintain client access to KeyLink and Wealth Portal.
• Set up client access to Payweb and Stellar.
• Establish and support Wealth Direction access and troubleshoot user issues as needed.
• Process setup requests involving Advent, Data Aggregators, Insignis, and MSCI.
• Verify system coding within KeyLink and determine whether errors are related to incorrect coding.
• Coordinate corrections to system coding when necessary.
• Perform general system maintenance and messaging activities.

Technical & Operational Support

• Serve as the first line of support for internal Wealth Management users.
• Research and troubleshoot operational and system-related issues.
• Determine whether problems are isolated incidents or broader system issues.
• Partner with appropriate technology teams to resolve identified issues.
• Create and manage ServiceNow tickets for system-related problems.
• Conduct extensive research and problem resolution across Trust operational areas, including:
  • Statement Preparation
  • KeyLink
  • Wealth Portal
  • Wealth Direction

Reporting & Communications

• Process daily IBX and OBI reports.
• Process monthly Wealth Portal reports.
• Prepare and distribute weekly communications.
• Communicate critical technology platform alerts and system updates.
• Manage and maintain the team's SharePoint site.
• Communicate effectively with Trust Officers, Portfolio Managers, Associates, Trust Operations Managers, and other staff across the organization.

Systems Testing & Implementation

• Participate in committees and initiatives related to Wealth Management systems and operations.
• Assist with testing and implementation activities for KeyLink and other platforms.
• Participate in system upgrades and disaster recovery testing.
• Support implementation and enhancement of Wealth Management technology solutions.
• Provide feedback regarding system functionality and operational processes.

Relationship Management & Collaboration

• Establish and maintain strong working relationships with business-line and Operations teams.
• Collaborate with technology partners to resolve system and operational issues.
• Provide responsive support while maintaining a client-first approach.
• Work independently while effectively contributing within larger team environments.
• Provide backup support to other team members as needed.
• Assist with special projects and additional responsibilities as assigned.

Required Qualifications

• Undergraduate degree in a business, technology, or related field; extensive relevant experience may be considered in lieu of a degree.
• Minimum of 3 years of experience in one or more of the following areas:
  • Bank Operations
  • Trust Administration
  • Wealth Management
  • Technology Operations
• Working knowledge of mobile technology, web browsers, system troubleshooting, and client navigation.
• Strong analytical, research, and problem-solving skills.
• Client-first mindset with a strong sense of urgency when resolving issues.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Excel, Word, and PowerPoint.

Preferred Qualifications

Experience with one or more of the following platforms is preferred:

• KeyLink / Global Office
• Wealth Portal
• Global Plus
• IBX Tools
• Salesforce
• Cognos
• Wealth Direction
• ServiceNow
• SharePoint

Key Skills & Competencies

• Strong knowledge of Wealth Management, Trust, or Investment Management operations.
• Excellent troubleshooting and problem-resolution capabilities.
• Strong attention to detail and accuracy.
• Ability to research complex operational and technology issues.
• Strong customer-service and relationship-management skills.
• Ability to navigate effectively across business, operations, and technology teams.
• Ability to work independently and within collaborative team environments.
• Strong organizational skills with the ability to manage multiple priorities.
• High level of integrity, professionalism, and trust.