The Client Service Asset Maintenance Specialist – Pacific Premier Trust is responsible for providing a full range of professional, technical, and general support to customers and PPT personnel. Primarily focused on a single security type (either Private Equity or Real Estate), with a goal of developing expertise across all security types to further support the Asset Maintenance Team. The Client Service Asset Maintenance Specialist – PPT communicates effectively with clients, authorized parties, and asset sponsors to resolve discrepancies or follow-up requests. Adhere strictly to trust regulations and security standards including our customer identification program, the Gramm-Leach Bailey Act, Bank Secrecy Act, Internal Revenue Code, and all other applicable banking and trust regulations set forth by the IRS and various other regulatory agencies.

RESPONSIBILITIES

• Ensure delivery of exceptional customer service via telephone or through email by taking ownership of each customer inquiry, question or concern to resolution.
• Make appropriate decisions on behalf of the customer quickly and effectively
• Provide information and knowledgeable assistance efficiently and professionally
• Effectively prioritizes work to ensure efficiency
• Follow up and follow through on all pending customer inquiries on a daily basis while tracking all activities in the department’s ticketing system.
• Knowledge of Asset Maintenance security transactions in the trust accounting system related to expense payments, litigation, valuation, sales and payoffs, liquidations, and others.
• Verify that transactions are processed accurately and according to the relevant documentation.
• Under the guidance of senior team members, develop an understanding of processing activities across multiple security types (private equity and real estate).
• Consistently meet defined key performance indicators.
• Provide technical assistance, support, training and troubleshooting for Consumer and Business customers including but not limited to the following services:
  • Consumer and Business Online Banking
  • Remote Deposit Capture
  • Mobile Banking
  • General Account Inquiries
  • Password resets for various systems
• Proactively communicate with asset sponsors or government agencies via phone to validate requests and to understand the path to completion for each transaction.
• Quickly remediate any issues or concerns arising from the client contact.
• Coordinate with the Information Technology and Information Security teams to escalate security issues to stop fraud activity; communicate and recommend fraud solutions to customers.
• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.
• Other duties as assigned.

QUALIFICATIONS

• 0-1-year banking and/or customer service experience preferred.
• 1 yr. call center experience preferred

This position starts at $20/Hr. to $24/Hr. A discretionary bonus may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. For more information regarding our benefits, please visit https://www.ppbi.com/careers.html

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)