Client Service Operations Specialist - Investment Liaison

The Client Service Operations Specialist supports operational excellence by processing transactions, validating documentation, and ensuring accurate, timely service delivery.

• Review and process client requests and transactions accurately and within established time frames based on documented policies and procedures.
• Answer incoming client calls promptly and professionally through the inbound call queue; return all client calls and voicemails on the same business day.
• Respond to client emails in a timely and professional manner, providing proactive status updates and conducting required research.
• Collaborate internally to resolve client requests or issues.
• Manage time and workload to meet all internal Service Level Agreements (SLAs).
• Review procedures and provide updates to management.
• Assist with training new and existing employees.
• Continuously learn all processes within the business line to promote professional growth and development.
• Participate in periodic system regression testing and assist other departments as needed.
• Follow assigned work schedule with regular and predictable attendance.
• Perform other duties as assigned.

• High school diploma or equivalent (required).
• Associate’s degree in business or finance preferred.
• Minimum 1 year of 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.

• Intermediate proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint).
• Ability to navigate multiple systems simultaneously.
• Intermediate 10‑key skills.
• Typing speed of at least 45+ words per minute (preferred).

• Attention to Detail & Accuracy: consistently produces accurate work in transaction processing and data entry while maintaining high quality standards.
• Client Focus & Communication: responds promptly to client needs, provides clear and professional communication, and follows through on commitments.
• Accountability & Time Management: takes ownership, manages competing priorities effectively, and meets service level agreements consistently.
• Adaptability & Learning: embraces new processes and systems, seeks opportunities to expand knowledge, and adjusts to changing work demands.
• Collaboration & Teamwork: works effectively with colleagues across departments, shares knowledge, and contributes to team success.

This job operates in a professional office setting or remote/home office environment and routinely uses standard office equipment and technology such as computers, phones, printers, and video conferencing tools. Remote associates are expected to maintain a safe, secure, and productive work environment with reliable internet access.