Client Service Operations Specialist, Doc Management

EQUITY ADMINISTRATIVE SERVICES INC; Westlake (OH); On-site; USD 38,000 - 52,000; Full time

Job summary

Equity Administrative Services Inc in Westlake, OH is seeking a Specialist, Document Management & Safekeeping to maintain secure custody of client documents and assets. You will process incoming mail, categorize and scan records, and ensure vault custody and audits are performed accurately.

The role requires meticulous attention to detail, confidentiality, and the ability to work in a fast-paced environment while coordinating with multiple departments to fulfill requests and maintain custodial

Qualifications

• High School Diploma or equivalent required.
• Experience with vault management or safekeeping preferred.
• Ability to maintain confidentiality and handle sensitive information.
• Strong attention to detail and accuracy in indexing and filing.

Responsibilities

• Picks up all incoming mail and processes by opening, sorting, and tracking volumes.
• Processes all client correspondence and forwards as appropriate.
• Indexes information into workflow system for each form type and department.
• Manages assigned email/fax lines and initiates workflow as needed.
• Reviews and safekeep original documents in the secure vault.
• Performs periodic vault audits and reconciles discrepancies.

Skills

Data entry

Document management

Vault management

Attention to detail

Communication

Education

High School Diploma or equivalent

Associate’s degree preferred

Tools

Microsoft Office

Document scanning technology

Workflow system

10-key typing

Job description

*This position will report to the Westlake, OH office and requires a full-time, in-office schedule.JOB OVERVIEWThe Specialist, Document Management & Safekeeping is responsible for maintaining superior document management, security, and safekeeping of all physical and electronic documents and client assets. Ensures the creation of digital records through the workflow system for all client and internal requests received via physical mail, fax, or email. Operating in a fast-paced environment, the specialist processes and reviews high volumes of incoming and outgoing correspondence, categorizes and scans documents with precision, and manages the secure storage and cataloguing of original documents in the vault. Critical to the role is ensuring physical assets are properly safeguarded, documents are scanned and housed appropriately, periodic vault audits are conducted to verify inventory accuracy, and that physical holdings reconcile with data in the recordkeeping system to maintain custodial integrity and compliance.RESPONSIBILITIES & DUTIESPicks up all incoming mail at the post office and process by opening, sorting, and maintaining statistics of volumesProcesses all incoming and outgoing client correspondence in a timely and efficient manner, forwarding when appropriateCategorizes high volumes of incoming checks based on asset and income type and scan into the workflow systemResearches client account information to ensure accurate processing of all request documents including account opening and maintenance, investments, distributions, deposits, and other internal formsIndexes required information into workflow system based on specific parameters for each form type, department, and line of businessManages assigned email or fax lines, initiating workflow or adding documents into existing work items for processingReviews, files, and safekeep original documents and physical assets on behalf of clients in the secure vault facilityEnsures all documents and assets are organized, accurate, titled correctly, and current according to established protocolsMaintains strict security and chain of custody procedures for all physical assets entering and exiting the vaultScans images and documents for storage into client electronic account records, ensuring quality and completenessPerforms periodic vault audits to verify physical inventory against recordkeeping system data and reconcile discrepanciesInvestigates and resolves discrepancies between vault contents and recordkeeping data, escalating issues as appropriateAssists with the annual safekeeping vault inventory process to fulfill custodial responsibilities for adequate oversight and recordkeepingFollows assigned work schedule with regular and predictable attendancePerforms other duties as assignedQUALIFICATIONSHigh School Diploma or equivalent requiredAssociate’s degree preferredMinimum 1 year of data entry and/or document management experience preferredMinimum 1 year experience in a fast paced, customer driven environment preferredExperience with vault management, records management, or physical asset safekeeping preferredUnderstanding of document retention and destruction policiesAbility to maintain confidentiality and handle sensitive information with discretionIn 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:Basic to intermediate level proficiency in Microsoft Office products (Excel, Word, Outlook)Experience with document scanning technology and workflow systemsIntermediate 10-key skillsAbility to type at least 45+ WPM 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 & Quality Focus: Maintains exceptional accuracy in document indexing, filing, and vault management, catches errors during audits, and ensures high standards for scanning quality and organizationAccountability & Integrity: Takes ownership of vault integrity and document security, handles sensitive client documents with discretion, and maintains strict adherence to security and compliance protocolsOrganization & Efficiency: Manages multiple tasks and high document volumes systematically, maintains orderly vault and filing systems, and prioritizes work effectively to meet service level agreementsProblem Solving & Adaptability: Identifies and resolves discrepancies between physical inventory and system records, adjusts to fluctuating mail volumes and changing priorities, and embraces new systems and technologiesCollaboration & Dependability: Works effectively across departments to fulfill document requests, consistently meets deadlines and service level agreements, and demonstrates reliable attendance in fast-paced environmentPHYSICAL 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.