Hybrid Client Services Operations Specialist

Equity Trust Company; Westlake (OH); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Equity Trust Company in Westlake, OH is seeking a Client Service Operations Specialist to support operational excellence by processing transactions and validating documentation. This role ensures accurate, timely service delivery and maintains SLAs while delivering superior customer service to clients and third parties.

The position operates in a hybrid schedule after the probationary period, with in-person collaboration and ongoing training to handle routine to moderately complex cases within

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

Communication

Time management

Team collaboration

Education

High school diploma or equivalent

Associate’s degree in business/finance preferred

Tools

Microsoft Office

CRM systems

Job description

Equity Trust Company in Westlake, OH is seeking a Client Service Operations Specialist to support operational excellence by processing transactions and validating documentation. This role ensures accurate, timely service delivery and maintains SLAs while delivering superior customer service to clients and third parties.

The position operates in a hybrid schedule after the probationary period, with in-person collaboration and ongoing training to handle routine to moderately complex cases within