Client Service Operations Specialist

EQUITY ADMINISTRATIVE SERVICES INC; Westlake (OH); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Equity Trust Company is seeking a Client Service Operations Specialist in a hybrid role based in Westlake, OH. You will process client transactions, validate documentation, and ensure timely service delivery, with 2 days remote after the probation period.

You will handle calls, emails, and internal collaboration to resolve issues, supporting a high-quality client experience while maintaining awareness of SLAs and regulatory guidelines.

Qualifications

• High school diploma or equivalent required.
• Associate degree in business or finance preferred.
• Minimum 1 year experience in retirement account and/or financial services industries.
• Minimum 1 year of experience in a customer-driven environment.

Responsibilities

• Review and process client requests and transactions accurately and timely.
• Answer incoming client calls and return voicemails the same business day.
• Respond to client emails with status updates and research as needed.
• Collaborate internally to resolve client requests or issues.
• Manage time/workload to meet internal SLAs.
• Contribute to process improvements and assist training.

Skills

Microsoft Office

Typing 45+ wpm

10-key data entry

Multi-system navigation

Education

High school diploma or equivalent

Associate degree in business/finance preferred

Job description

*This position will report to the Westlake, OH office and have a hybrid schedule (2 days remote) after the probationary period.JOB SUMMARYThe 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 & DUTIESReviews and processes client requests and transactions accurately and in a timely manner according to documented policies and proceduresAnswers incoming client calls promptly and professionally through in-bound call queue and return all client calls and voicemails the same business dayResponds to client emails in a timely and professional manner, providing proactive status updates and performing required researchCollaborates internally to resolve client requests or issuesManages time and workload appropriately to meet all internal service level agreements (SLAs)Actively reviews procedures and provides updates to ManagementAssists with training new and existing employeesContinuously learns all processes within the business line to promote professional growth and developmentParticipates in periodic system regression testing and assist other departments as neededFollows assigned work schedule with regular and predictable attendancePerforms other duties as assignedQUALIFICATIONSHigh school diploma or equivalent requiredAssociate’s degree in business/finance preferredMinimum 1 year experience in retirement account and/or financial services industriesMinimum 1 year of experience in a customer driven environmentIn person interaction that includes actively collaborating with colleagues and participating in team or company meetingsPROFESSIONAL CERTIFICATIONSNone requiredTECHNICAL SKILLSTo 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 preferredCULTURAL COMPETENCIESIn 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 standardsClient Focus & Communication: Responds promptly to client needs, provides clear and professional communication, and follows through on commitmentsAccountability & Time Management: Takes ownership of assigned work, manages competing priorities effectively, and meets service level agreements consistentlyAdaptability & Learning: Embraces new processes and systems, seeks opportunities to expand knowledge, and adjusts to changing work demandsCollaboration & Teamwork: Works effectively with colleagues across departments, shares knowledge, and contributes to team successPHYSICAL DEMANDS/WORK ENVIRONMENTThis 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 ACKNOWLEDGEMENTThe 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.