Client Service Operations Specialist

Equity Trust Company•Westlake, OH

4d•Hybrid

About The Position

The Client Service Operations Specialist supports operational excellence by processing transactions, validating documentation, and delivering accurate, timely service. The role handles client requests within its department in accordance with documented procedures, completing routine to moderately complex cases with increasing independence. The specialist provides customer service and support to clients and third parties while working in alignment with internal policies, regulatory guidelines, and established service level agreements (SLAs). The position reports to the Westlake, Ohio office. After the probationary period, the schedule is hybrid, with two days remote. The work takes place in a professional office or remote/home office environment and involves regular use of standard office equipment and technology. Remote associates are expected to maintain a safe, secure, productive work environment with reliable internet access.

Requirements

High school diploma or equivalent required.
Minimum 1 year of experience in retirement account and/or financial services industries.
Minimum 1 year of experience in a customer-driven environment.
Intermediate proficiency with Microsoft Office products, including Excel, Word, Outlook, and PowerPoint.
Ability to navigate multiple systems simultaneously.
Intermediate 10-key skills.
In-person interaction that includes actively collaborating with colleagues and participating in team or company meetings.
Demonstrated attention to detail and accuracy, client focus and communication, accountability and time management, adaptability and learning, and collaboration and teamwork.

Nice To Haves

Associate’s degree in business or finance preferred.
Ability to type at least 45 words per minute preferred.

Responsibilities

Review and process client requests and transactions accurately and promptly according to documented policies and procedures.
Answer incoming client calls promptly and professionally through the inbound call queue, and return client calls and voicemails the same business day.
Respond to client emails in a timely and professional manner, provide proactive status updates, and perform required research.
Collaborate internally to resolve client requests or issues.
Manage time and workload to meet internal service level agreements (SLAs).
Review procedures and provide updates to Management.
Assist with training new and existing employees.
Learn processes across the business line to support professional growth and development.
Participate in periodic system regression testing and assist other departments as needed.
Follow the assigned work schedule with regular and predictable attendance.
Perform other duties as assigned.