Client Service Operations Specialist, Doc Management

Equity Trust Company•Westlake, OH

10d•Onsite

About The Position

The Client Service Operations Specialist, Document Management & Safekeeping, maintains the security, organization, and safekeeping of physical and electronic documents and client assets. The role creates digital records in the workflow system for client and internal requests received by mail, fax, or email, and processes high volumes of incoming and outgoing correspondence. It also includes categorizing and scanning documents, securely storing and cataloguing originals in the vault, conducting periodic audits, and reconciling physical holdings with recordkeeping system data to support custodial integrity and compliance. The position reports to the Westlake, Ohio office and requires a full-time, in-office schedule. The role requires regular in-person collaboration with colleagues and participation in team or company meetings. It operates in a professional office environment and uses standard office equipment and technology. Duties include handling sensitive information confidentially and following document retention, security, and chain-of-custody procedures.

Requirements

High school diploma or equivalent required.
Understanding of document retention and destruction policies.
Ability to maintain confidentiality and handle sensitive information with discretion.
Ability to collaborate with colleagues in person and participate in team or company meetings.
Basic to intermediate proficiency with Microsoft Office products, including Excel, Word, and Outlook.
Experience with document scanning technology and workflow systems.
Intermediate 10-key skills.

Nice To Haves

Associate’s degree preferred.
At least 1 year of data entry and/or document management experience preferred.
At least 1 year of experience in a fast-paced, customer-driven environment preferred.
Experience with vault management, records management, or physical asset safekeeping preferred.
Ability to type at least 45 words per minute preferred.

Responsibilities

Pick up incoming mail at the post office; open and sort it, and maintain volume statistics.
Process incoming and outgoing client correspondence in a timely and efficient manner, forwarding it when appropriate.
Categorize incoming checks by asset and income type and scan them into the workflow system.
Research client account information to accurately process account opening and maintenance, investment, distribution, deposit, and other internal request documents.
Index information in the workflow system according to parameters for each form type, department, and line of business.
Manage assigned email or fax lines by initiating workflows or adding documents to existing work items.
Review, file, and safekeep original documents and physical assets for clients in the secure vault facility.
Keep documents and assets organized, accurate, correctly titled, and current according to established protocols.
Maintain security and chain-of-custody procedures for physical assets entering and leaving the vault.
Scan images and documents into client electronic account records, ensuring quality and completeness.
Conduct periodic vault audits to verify physical inventory against recordkeeping system data and reconcile discrepancies.
Investigate and resolve discrepancies between vault contents and recordkeeping data, escalating issues as appropriate.
Assist with the annual safekeeping vault inventory process to fulfill custodial oversight and recordkeeping responsibilities.
Follow the assigned work schedule and maintain regular, predictable attendance.
Perform other duties as assigned.