Client Service Operations Specialist
About The Position
The Client Service Operations Specialist supports operational excellence by processing transactions, validating documentation, and ensuring accurate, timely service delivery. The role handles client requests for its department according to documented procedures, completing routine to moderately complex cases with increasing independence in one or more subject areas. The specialist provides a consistent client experience by following internal policies, regulatory guidelines, and established service level agreements (SLAs), while delivering customer service and support to clients and third parties. The position reports to the Westlake, Ohio office. After the probationary period, the schedule is hybrid with two remote days. The role operates in a professional office or remote/home office environment and uses standard office equipment and technology. Remote associates are expected to maintain a safe, secure, and productive work environment with reliable internet access.
Requirements
- High school diploma or equivalent.
- At least 1 year of experience in retirement account and/or financial services industries.
- At least 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.
- Ability to interact in person, collaborate actively with colleagues, and participate 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.
- Ability to type at least 45 words per minute.
Responsibilities
- Review and process client requests and transactions accurately and promptly in accordance with documented policies and procedures.
- Answer incoming client calls 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 perform required research.
- Collaborate internally to resolve client requests or 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 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 and maintain regular, 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
