Hybrid Client Service Operations Specialist

Equity Trust Company; United States; Hybrid; USD 42,000 - 64,000; Full time

Job summary

Equity Trust Company is seeking a Client Service Operations Specialist in Westlake, OH. The role supports operational excellence by processing transactions, validating documentation, and ensuring timely service delivery with SLAs.

The position requires customer-focused collaboration, strong communication, and the ability to work across multiple systems. After training and probation, the schedule shifts to a hybrid model in this office-based setting.

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

Responsibilities

• 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

Skills

Customer service

Multitasking

Communication

Attention to detail

Time management

Education

High school diploma

Associate degree preferred

Tools

Microsoft Office

CRM systems

Job description

Equity Trust Company is seeking a Client Service Operations Specialist in Westlake, OH. The role supports operational excellence by processing transactions, validating documentation, and ensuring timely service delivery with SLAs.

The position requires customer-focused collaboration, strong communication, and the ability to work across multiple systems. After training and probation, the schedule shifts to a hybrid model in this office-based setting.