Client Service Operations Specialist
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 for its department according to documented procedures, with increasing independence on routine to moderately complex cases in one or more subject areas. The Specialist contributes to a consistent client experience by following internal policies, regulatory guidelines, and established service level agreements while providing customer service and support to clients and third parties. The position is based in the Westlake, Ohio office. A hybrid schedule is available after the probationary period. The role involves in-person collaboration with colleagues and participation in team or company meetings. Work may take place in a professional corporate office or, where applicable, a remote/home office environment.
Requirements
- High school diploma or equivalent required.
- At least 1 year of experience in the retirement account and/or financial services industries.
- At least 1 year of experience in a customer-driven environment.
- Ability to interact in person, collaborate actively with colleagues, and participate in team or company meetings.
- Intermediate proficiency with Microsoft Office products, including Excel, Word, Outlook, and PowerPoint.
- Ability to navigate multiple systems simultaneously.
- Intermediate 10-key skills.
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 calls and voicemails the same business day.
- Respond to client emails professionally and promptly, provide proactive status updates, and conduct 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
