Operations Specialist - Client Information Services

Fiduciary Trust Company; Boston (MA); On-site; USD 65,000 - 73,000; Full time

Job summary

Fiduciary Trust Company seeks an Operations Specialist within Client Information Services to support onboarding, maintenance, and lifecycle management of client accounts using Salesforce and core operations platforms.

You will ensure data integrity, mitigate operational risk, and assist regulatory compliance while collaborating with internal teams and vendors. The role emphasizes process improvements, reporting, and strong communication to enhance client service and efficiency.

Qualifications

• Bachelor's degree in Business, Finance, or related field.
• 2+ years’ experience in banking, trust, wealth management, or financial services.
• Prior experience using Salesforce for client relationship management, workflow or reporting.

Responsibilities

• Utilize Salesforce to support client onboarding, account maintenance, service requests, and workflow management.
• Maintain accurate and complete client records across Salesforce, Global Plus, and other operational systems.
• Process account openings, maintenance requests, and closures in accordance with established policies and procedures.
• Review client documentation for completeness, accuracy, and regulatory compliance.
• Identify and resolve discrepancies, escalating issues to ensure timely processing.
• Monitor onboarding workflows and prepare reports and dashboard metrics to support service levels.
• Ensure adherence to internal controls, data governance standards, regulatory requirements, and risk management practices.
• Support system upgrades, user testing, process changes, audits, and regulatory examinations as needed.
• Collaborate with internal teams, vendors, and third-party service providers to support client service and operational objectives.
• Identify and recommend process improvements that increase efficiency, strengthen controls, reduce risk, and enhance the client experience.

Skills

Analytical skills

Problem-solving

Organizational skills

Microsoft Excel

Communication

Interpersonal skills

Education

Bachelor's degree in Business, Finance, or related field

Tools

Microsoft Excel

Microsoft Word

Office Suite

Job description

The Client Information Services team supports the onboarding, maintenance, and lifecycle management of client accounts through the effective use of Salesforce, operational systems, and established controls. The Operations Specialist is responsible for ensuring data integrity, mitigating operational risk, supporting regulatory compliance, and facilitating organizational change initiatives that improve client service and operational efficiency.

Primary Responsibilities

• Utilize Salesforce to support client onboarding, account maintenance, service requests, and workflow management.
• Maintain accurate and complete client records across Salesforce, Global Plus, and other operational systems.
• Process account openings, maintenance requests, and closures in accordance with established policies and procedures.
• Review client documentation for completeness, accuracy, and compliance with regulatory and firm requirements.
• Identify and resolve discrepancies, escalating issues as appropriate to ensure timely and accurate processing.
• Monitor onboarding workflows and prepare reports and dashboard metrics to support service levels and operational oversight.
• Ensure adherence to internal controls, data governance standards, regulatory requirements, and risk management practices.
• Support system upgrades, user testing, process changes, audits, and regulatory examinations as needed.
• Collaborate with internal teams, vendors, and third-party service providers to support client service and operational objectives.
• Identify and recommend process improvements that increase efficiency, strengthen controls, reduce risk, and enhance the client experience.

Required Skills and Characteristics

• Strong analytical, problem-solving, and organizational skills.
• Advanced proficiency in Microsoft Excel, Word, and Office applications.
• Ability to manage competing priorities, adapt to change, and meet critical deadlines.
• Excellent communication and interpersonal skills with the ability to collaborate across departments.

Preferred Qualifications

• 2+ years’ experience in banking, trust, wealth management, or financial services.
• Bachelor's degree in Business, Finance, or related field.
• Prior experience using Salesforce for client relationship management, workflow management, or reporting.

Compensation Information: Annual base salary for this role is $65,000 - $73,000 based on experience and qualifications. This role may also be eligible to receive an annual discretionary bonus.