Client Service Operations Specialist

Equity Trust Company•Westlake, OH

6d•Hybrid

About The Position

The Client Service Operations Specialist supports operational excellence by processing transactions, validating documentation, and providing accurate, timely service. The role handles client requests for its department according to documented procedures, progressing toward greater 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 service level agreements (SLAs), while providing customer service and support to clients and third parties. The position is based in the Westlake, Ohio office and follows a hybrid schedule after the probationary period. It operates in a professional office environment, which may include a corporate office or remote/home office setting. The role uses standard office technology and equipment and requires effective communication, including participation in virtual meetings. Remote associates are expected to maintain a safe, secure, productive workspace and reliable internet access.

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.
In-person interaction involving active collaboration with colleagues and participation in team or company meetings.
Intermediate proficiency in Microsoft Office products, including Excel, Word, Outlook, and PowerPoint.
Ability to navigate multiple systems simultaneously.
Intermediate 10-key skills.
Ability to type at least 45 words per minute is listed as preferred.

Nice To Haves

Associate’s degree in business or finance preferred.
Typing speed of 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 professionally through the inbound call queue and return client 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 and issues.
Manage time and workload to meet internal service level agreements.
Review procedures and provide updates to Management.
Assist with training new and existing employees.
Learn processes throughout 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.