Client Service Operations Specialist, Doc Management

* This position will report to the Westlake, OH office and requires a full-time, in-office schedule.

JOB OVERVIEW The Specialist, Document Management & Safekeeping is responsible for maintaining superior document management, security, and safekeeping of all physical and electronic documents and client assets. Ensures the creation of digital records through the workflow system for all client and internal requests received via physical mail, fax, or email. Operating in a fast-paced environment, the specialist processes and reviews high volumes of incoming and outgoing correspondence, categorizes and scans documents with precision, and manages the secure storage and cataloguing of original documents in the vault.

Critical to the role is ensuring physical assets are properly safeguarded, documents are scanned and housed appropriately, periodic vault audits are conducted to verify inventory accuracy, and that physical holdings reconcile with data in the recordkeeping system to maintain custodial integrity and compliance.

RESPONSIBILITIES & DUTIES Picks up all incoming mail at the post office and process by opening, sorting, and maintaining statistics of volumes

Processes all incoming and outgoing client correspondence in a timely and efficient manner, forwarding when appropriate

Categorizes high volumes of incoming checks based on asset and income type and scan into the workflow system

Researches client account information to ensure accurate processing of all request documents including account opening and maintenance, investments, distributions, deposits, and other internal forms

Indexes required information into workflow system based on specific parameters for each form type, department, and line of business

Manages assigned email or fax lines, initiating workflow or adding documents into existing work items for processing

Reviews, files, and safekeep original documents and physical assets on behalf of clients in the secure vault facility

Ensures all documents and assets are organized, accurate, titled correctly, and current according to established protocols

Maintains strict security and chain of custody procedures for all physical assets entering and exiting the vault

Scans images and documents for storage into client electronic account records, ensuring quality and completeness

Performs periodic vault audits to verify physical inventory against recordkeeping system data and reconcile discrepancies

Investigates and resolves discrepancies between vault contents and recordkeeping data, escalating issues as appropriate

Assists with the annual safekeeping vault inventory process to fulfill custodial responsibilities for adequate oversight and recordkeeping

Follows assigned work schedule with regular and predictable attendance

Performs other duties as assignedQUALIFICATIONSHigh School Diploma or equivalent required

Associate’s degree preferred

Minimum 1 year of data entry and/or document management experience preferred

Minimum 1 year experience in a fast paced, customer driven environment preferred

Experience with vault management, records management, or physical asset safekeeping preferred

Understanding of document retention and destruction policies

Ability to maintain confidentiality and handle sensitive information with discretion

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:

Basic to intermediate level proficiency in Microsoft Office products (Excel, Word, Outlook)

Experience with document scanning technology and workflow systems

Intermediate 10-key skills

Ability to type at least 45+ WPM 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 & Quality Focus:
Maintains exceptional accuracy in document indexing, filing, and vault management, catches errors during audits, and ensures high standards for scanning quality and organization

Accountability & Integrity:
Takes ownership of vault integrity and document security, handles sensitive client documents with discretion, and maintains strict adherence to security and compliance protocols

Organization & Efficiency:
Manages multiple tasks and high document volumes systematically, maintains…