Servicing Operations Sr Specialist

Description

Our Servicing Operations Sr Specialist will assist customers and representatives of customers with various requests related to Retirement Accounts, including inquiries and maintenance tasks such as setting up new accounts, processing withdrawals, contributions, transfers, and providing account information. Support is provided via phone or chat, including assistance to branch colleagues. The role requires the ability to deliver exceptional service in a fast-paced environment navigating complex subject matter while complying with varying legal and regulatory requirements.

The ideal candidate will demonstrate strong collaboration, problem-solving skills, and a compassionate, empathetic approach to customer support.

With a strong focus on customer service, the candidate will assist in resolving routine customer issues and complaints, striving to proactively meet and exceed the needs of our customers. Adherence to a set schedule is required; however, extended hours may be available based on workload, offering a great opportunity for overtime dependent upon workload. Special projects and/or duties may also be assigned.

The Servicing Operations Specialist must possess the ability to work in a fast-paced and deadline-controlled environment. The candidate is expected to consistently complete scheduled daily tasks accurately and in compliance with the bank’s policies and procedures. Prescribed service level agreements must be met daily. Attention to detail and adaptability are key, as priorities may shift throughout the day. You are encouraged to assess and suggest ways to improve efficiency and effectiveness.

At our organization, you’re not just completing tasks — you’re contributing to a mission that safeguards customers and strengthens our regulatory integrity. You’ll work with leaders who value accuracy, innovation, and continuous learning, and you’ll have opportunities to stretch your skills through cross-functional projects, automation initiatives, and SME-level responsibilities. We invest in your development, encourage your ideas, and empower you to shape how we improve operations and customer outcomes.

We welcome candidates from a wide variety of backgrounds, including those whose experience may not follow a traditional banking path. If you bring curiosity, strong attention to detail, and a passion for learning regulatory processes, we encourage you to apply — even if you don’t meet every preferred qualification.

We are committed to building an inclusive team where diverse perspectives are valued, where individuals are supported in their career development, and where everyone has a voice in improving how we operate.

• Assist customers and branch colleagues by responding to requests via phone and chat.
• Performs advanced clerical operations tasks that are routine and/or repetitive in a fast-paced environment.
• Utilizes methods, procedures, and knowledge of the business unit's products and applications.
• Strong active listening and problem-solving abilities with persistent empathy when interacting with client families.
• Determines the source of problems and works to resolve them accurately and within service level agreements.
• Ensure all transactions are compliant with applicable laws and regulations.
• Maintain accurate, detailed records and documentation related to communications and the processing of retirement accounts.
• Work closely with other departments, including legal, OOC, and branches to facilitate efficient processing and resolve issues.
• Ability to multitask, prioritize, cross-train within the department, and assume additional responsibilities as requested by management.
• Field a variety of incoming external calls or internal chats with a passion to deliver high-quality solutions for customers and internal colleagues assisting customers.

• 1 year of work experience
• Customer Service in Banking/Banking Operations experience preferred
• Ability to complete repetitive tasks in an accurate and timely manner
• Ability to thrive in a fast-paced, heavily governed environment
• Ability to plan and prioritize daily responsibilities and manage multiple…