When most people think about investment management, financial planning, or trust administration, their minds go straight to portfolio managers or bankers. At New Covenant Trust Company (NCTC), there’s a team working quietly — and tirelessly — behind the scenes to ensure that client accounts are properly maintained, administrative needs are met, and every transaction flows smoothly.
Meet the Trust Services Team, led by Kim Pryor, Vice President and Director of Trust Relationship Services. This highly skilled, deeply dedicated department is the engine that keeps the NCTC ship running.
What They Do (and Why It Matters)
As Pryor puts it, “You could think of us as the customer service and administrative arm of the Trust Company — but we’re also stewards of our clients’ financial resources.”
The Trust Services Team handles the full administrative scope of client accounts: everything from deposits and withdrawals to online access, tax processing, account openings and closings, authorized signer updates, and statement management.
“If a client can’t remember who to call, they can always start with us,” Pryor says. “We’ll either take care of it or get them to the right place. We’re here to make things happen.”
This team’s work extends beyond routine transactions. For trust and IRA accounts — where NCTC often serves as fiduciary — the Trust Services Team has a legal and ethical obligation to ensure funds are administered in accordance with trust documents and federal guidelines.
“Being a Trust Company means more than just holding assets. It means being entrusted with governance,” Pryor says.
A Customized, Team-Based Approach
While the Trust Services Team manages the administrative backbone of client accounts, each NCTC client is supported by a broader team that includes:
- A Client Engagement Officer for financial planning and relationship management,
- An Investment Officer who monitors and implements portfolio strategies, and
- A Trust or Administrative Officer from Pryor’s team, who ensures administrative integrity.
Some clients interact primarily with their Financial and Investment Planning Professional (FIPP), while others — especially trust clients — speak directly with their Trust Officer on a regular basis. The model is flexible by design, based on each client’s preferences, goals, and account type.
“We adapt to their needs,” says Pryor. “Sometimes we’re in the background. Sometimes we’re their go-to people. Either way, they know we’re always here.”
Titles, Expertise, and Structure
NCTC’s Trust Services Team consists of 9 professionals with diverse credentials and backgrounds, including two attorneys, two Certified Trust and Fiduciary Advisors (CTFAs), an IRA specialist, and an Accredited Investment Fiduciary® (AIF). But what sets them apart isn’t just qualifications — it’s their shared values, their teachability, and their commitment to clients.
The team includes:
- Trust Officers (Carla Dobson and Louis DiBiase) — Handle complex fiduciary accounts, including charitable trusts, and bring decades of institutional knowledge.
- Assistant Trust Officer (Katie Dossett) — Specializes in IRAs and supports both investment management and trust accounts.
- Administrative Officers (Jacob Roberts and Shelby Reedus) — Manage investment management accounts and serve as operational liaisons for day-to-day transactions.
- Trust Services Manager (Lee Mitchum) — The detail-focused systems expert who ensures every account is set up, coded, audited, and reported correctly.
- Trust Assistant (Kim Brown) — Supports the entire team by answering the phones, processing documents, onboarding clients and handling client withdrawals.
- Business Analyst (Stephen Smith) — Oversees systems, streamlines processes, and serves as technical liaison to vendors and operations staff.
“This team is equal parts people-facing and process-driven,” Pryor notes. “Some of us thrive on spreadsheets, while others love client interaction. That balance is what makes it work.”
A Culture of Care, Not Just Compliance
While NCTC is a limited-purpose national bank regulated by the Office of the Comptroller of the Currency (OCC), the Trust Services Team’s approach is relational, not transactional. Pryor makes it a point to maintain a supportive culture.
She begins each workday by sending a “morning email” to her team that includes updates, reminders, and a Wellness Wednesday tip — everything from hydration reminders to reflections on Psalms. Quarterly retreats give the team time to connect without distractions.
“We’re here because we believe in what we do,” Pryor says. “Our clients are ministries, congregations, individuals committed to their faith. We want to serve them well because their work matters.”
Supporting the Broader NCTC Mission
While the Trust Services Team operates as a department, their work touches nearly every part of the company. They are essential partners to the Client Engagement Team (which brings in and maintains client relationships), the Investment Team (which ensures portfolio strategy), and the Compliance Team (which monitors regulatory requirements).
When a new account is opened, the Trust Services Team springs into action — setting up the account, verifying documentation, coordinating tax records, and ensuring internal systems are accurate. They also support audits, respond to fraud inquiries, and conduct administrative reviews of every account on an annual basis.
Going the Extra Mile
Pryor emphasizes that her team often goes beyond industry norms to ensure clients feel supported. “We don’t just send forms — we’ll walk a client through the process, draft paperwork on their behalf, follow up with third-party custodians, and keep monitoring until everything is settled.”
This commitment is especially important when onboarding new clients transferring assets from other providers. “We’ve spent hours on the phone with other firms just to make it easier for our clients,” Pryor says. “That level of service is rare, and people notice it.”
The Quiet Champions Behind Every Account
While they may not be the most visible team at NCTC, the Trust Services Team plays a pivotal role in delivering the company’s mission of values-based investment management and financial stewardship. They are meticulous, compassionate, and incredibly capable — and their work quietly powers the exceptional service that clients have come to expect from NCTC.
As Pryor puts it, “We don’t seek the spotlight. We just want to make sure everything works — so our clients can focus on their ministries, their missions, and their lives.”
There are countless instances of the team’s vigilance when it comes to clients. In a recent example, Trust Services Manager Lee Mitchum and Trust Assistant Kim Brown helped prevent a potential fraud attempt. A suspicious email requested changes to account signers, but Mitchum’s instincts suggested something was off. At her direction, Brown reached out to the client directly to confirm the request. It turned out the email was fraudulent.
Because of their attentiveness and quick action, the account remained secure, and the client was spared serious disruption. It’s just one of the many ways the Trust Services Team goes above and beyond to safeguard clients’ assets.
Putting the “Trust” in NCTC
At New Covenant Trust Company, the Trust Services Team may not always be front and center, but their work is foundational to everything the organization delivers. From onboarding new accounts to safeguarding against fraud, from processing complex trust documents to offering compassionate, client-centered support, this team exemplifies the best of what NCTC stands for — integrity, service, and stewardship rooted in faith.
Their behind-the-scenes diligence ensures that every client interaction is seamless, secure, and guided by care. They’re not just managing accounts — they’re building trust, one relationship at a time.
To connect with a member of the Trust Services Team, click here.