Customer Service Representative (Trust Officer)

Trust Officer

Job Overview

The Trust Officer is responsible for day-to-day trust account administration. The Trust Officer will be responsible for assisting beneficiaries (or their representatives) in accessing funds for those things the trust permits in the manner outlined but not limited to below:

Responsibilities ofTrust Officer

• Maintain polite and courteous communication with beneficiaries (or their representatives), attorneys, settlement planners, government agencies (such as Social Security & Medicaid), and other Legacy Enhancement staff.
• Provide immediate responses to phone messages and emails. Calls and emails should be returned as soon as possible but are expected to be completed within 24 hours of receipt.
• Assist beneficiaries (or their representatives) in accessing their funds for allowable expenditures
• Determine alternative or creative ways that Legacy can help the beneficiary when the trust cannot assist with a desired purchase.
• Evaluate each need on an individual basis to determine how to proceed in the most efficient manner while assisting the beneficiary with their needs.
• Process requests (disbursements) ensuring that the following steps (not limited to) are taken:
• Review and save receipts in designated locations
• Notify beneficiary (or representative) when there is an issue with receipts if it is in fact going to affect their expected disbursement.
• Review invoices (when applicable)
• Create disbursement in REN
• Log appropriate documentation in ACT (receipt received/disbursements, etc.) under the HISTORY section
• Review client disbursements to determine if they would benefit from automatic/recurring payments directly to providers or directly onto their debit card. If this is an option, initiate the process to do so ensuring that the best option is picked based on the beneficiary’s needs.
• Maintain accurate documentation of all communications with beneficiaries (or guardians)
• Ensure that you are relaying accurate information in a way the beneficiary can understand. Adapt, as necessary.
• Generate and submit Social Security Packets via US Postal Service or fax in a timely manner as requested and as per Legacy instructions. Packets should be mailed or faxed within 48 hours of request unless otherwise directed.
• Establish plans on an individual and as needed basis that aide the beneficiary (or representative) in accessing their funds when they are unable to fully understand or are having difficulty following our processes.
• Assist coworkers (as directed by supervisor) or when they have asked for help.
• Assist with any other duties as directed and approved by supervisors including but not limited to filing, mass mailings to assisting with any other duty as assigned by supervisor.

Expectations for Trust Officer

• The Trust Officer will maintain confidentially regarding work related topics including information shared during staff meetings, private meetings, and any communication with beneficiaries.
• The Trust Officer will have the ability to adapt to the demands of a busy office atmosphere as well as the individual needs of the beneficiary (or their representative).
• The Trust Officer must make every effort to become knowledgeable and continue to be become knowledgeable of trust administration and the guidelines that we must adhere to (ongoing)
• The Trust Officer will access and analyze beneficiary needs and determine how the trust is permitted to assist.
• The Trust Officer must be a team player and must not in any way participate in office bullying or intimidation in any manner.
• The Trust Officer must act in an appropriate and respectful manner when communicating with beneficiaries (or their representatives), attorneys, settlement planners, government agencies (such as Social Security & Medicaid) and other Legacy Enhancement staff.
• The Trust Officer must act in respectful manner when talking to or about fellow co-workers

Qualifications for Trust Officer

• The candidate will have 2-3 years of experience in an applicable field or an applicable degree.
• The candidate will have proficient communication (written and verbal) and computer skills (including Microsoft office).
• The candidate should have knowledge of how to operate general office equipment.

Reporting Guidelines

• The Trust Officer will report directly to the Senior Trust Officer regarding day-to-day work-related concerns.
• The Trust Officer will consult with the Senior Trust Officer regarding beneficiary concerns. When the Trust Officer cannot satisfy a beneficiary concern, they will refer them to the Senior Trust Officer.
• The Trust Officers will report call offs and submit vacation requests to Trust Operations Manager.

This job description is not all inclusive and is subject to change as Legacy continues to grow.

Job Type: Full-time

Salary: $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Language:

• English (Required)

Work Location: In person

Job Type: Full-time

Pay: $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person