Client Service Operations Specialist

About the role

This position is based out of our Westlake, OH office and will have a hybrid schedule after the required probationary period.

Responsibilities

• 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
• Affords assistance 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 assists other departments as needed
• Follows assigned work schedule with regular and predictable attendance
• Performs other duties as assigned

Qualifications

• High 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

Skills

• Intermediate level proficiency in Microsoft Office products (Excel, Word, Outlook, PowerPoint)
• Ability to navigate multiple systems simultaneously
• Intermediate 10 key skills
• To be successful in this role, you should have experience with and an understanding of the following:

Benefits

Not specified

Pay

Not specified

Schedule

This job operates with a hybrid schedule after the required probationary period.