Client Service Operations Specialist

*This position will report to the Westlake, OH office and have a hybrid schedule (2 days remote) after the probationary period.


JOB SUMMARY

The Client Service Operations Specialist supports operational excellence by processing transactions, validating documentation, and ensuring accurate, timely service delivery. Handles client requests pertaining to their department in accordance with documented procedures, working with increasing independence to complete routine to moderately complex cases within one or more subject areas. Contributes to consistent client experience by executing work in alignment with internal policies, regulatory guidelines, and established Service Level Agreements (SLAs) while providing superior customer service and support to clients and third parties.

RESPONSIBILITIES & DUTIES

• Reviews and processes client requests and transactions accurately and in a timely manner according to documented policies and procedures
• Answers incoming client calls promptly and professionally through in-bound call queue and return all client calls and voicemails the same business day
• Responds to client emails in a timely and professional manner, providing proactive status updates and performing required research
• Collaborates internally to resolve client requests or issues
• Manages time and workload appropriately to meet all internal service level agreements (SLAs)
• Actively reviews procedures and provides updates to Management
• Assists with training new and existing employees
• Continuously learns all processes within the business line to promote professional growth and development
• Participates in periodic system regression testing and assist other departments as needed
• Follows assigned work schedule with regular and predictable attendance
• Performs other duties as assigned

QUALIFICATIONS

• High school diploma or equivalent required
• Associate’s degree in business/finance preferred
• Minimum 1 year experience in retirement account and/or financial services industries
• Minimum 1 year of experience in a customer driven environment
• In person interaction that includes actively collaborating with colleagues and participating in team or company meetings

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLS

To be successful in this role, you should have experience with and an understanding of the following:

·         Intermediate level proficiency in Microsoft Office products (Excel, Word, Outlook, PowerPoint)

·         Ability to navigate multiple systems simultaneously

·         Intermediate 10 key skills

·         Ability to type at least 45+ words per minute preferred

CULTURAL COMPETENCIES

In addition to our core company competencies of Excellence, Passion, Integrity, and Collaboration, a successful candidate in this role should exhibit the following behavioral competencies:

• Attention to Detail & Accuracy: Consistently produces accurate work in transaction processing and data entry while maintaining high quality standards
• Client Focus & Communication: Responds promptly to client needs, provides clear and professional communication, and follows through on commitments
• Accountability & Time Management: Takes ownership of assigned work, manages competing priorities effectively, and meets service level agreements consistently
• Adaptability & Learning: Embraces new processes and systems, seeks opportunities to expand knowledge, and adjusts to changing work demands
• Collaboration & Teamwork: Works effectively with colleagues across departments, shares knowledge, and contributes to team success
  
  

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment, which may include a corporate office setting or a remote/home office environment, and routinely uses standard office equipment and technology such as computers, phones, printers, and video conferencing tools. While performing the duties of this job, the associate is regularly required to communicate effectively, including speaking, hearing, and participating in virtual meetings on camera. The associate is frequently required to sit for extended periods of time, as well as occasionally stand, walk, use hands and fingers, and reach with hands and arms. This job may require the ability to lift files or office materials, open filing cabinets, and bend or stand on a stool as necessary. Remote associates are expected to maintain a safe, secure, and productive work environment with reliable internet access.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Equity Trust Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin.