Client Service Operations Specialist

* This position will report to the Westlake, OH office and have a hybrid schedule (2 days remote) after the probationary period.

JOB SUMMARY: The Client Service Operations Specialist supports operational excellence by processing transactions, validating documentation, and ensuring accurate, timely service delivery. Handles client requests pertaining to their department in accordance with documented procedures, working with increasing independence to complete routine to moderately complex cases within one or more subject areas. Contributes to consistent client experience by executing work in alignment with internal policies, regulatory guidelines, and established Service Level Agreements (SLAs) while providing superior customer service and support to clients and third parties.

RESPONSIBILITIES & DUTIES 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 assignedQUALIFICATIONSHigh 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 PROFESSIONAL CERTIFICATIONS None required TECHNICAL SKILLSTo be successful in this role, you should have experience with and an understanding of the following:
· Intermediate level proficiency in Microsoft Office products (Excel, Word, Outlook, PowerPoint)
· Ability to navigate multiple systems simultaneously
· Intermediate 10 key skills
· Ability to type at least 45+ words per minute preferred CULTURAL COMPETENCIES In addition to our core company competencies of Excellence, Passion, Integrity, and Collaboration, a successful candidate in this role should exhibit the following behavioral competencies:

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 of assigned work, 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 PHYSICAL DEMANDS/WORK ENVIRONMENT This job operates in a professional office environment, which may include a corporate office setting or a remote/home office environment, and routinely uses standard office equipment and technology such as computers, phones, printers, and…