Client Service Operations Specialist - Investment Liaison

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
• 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

Technical 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:

Cultural 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 video conferencing tools.
• The associate is regularly required to communicate effectively, including speaking, hearing, and participating in virtual meetings on camera.
• The associate is frequently required to sit for extended periods of time, as well as occasionally stand, walk, use hands and fingers, and reach with hands and arms.
• This job may require the ability to lift files or office materials, open filing cabinets, and bend or stand on a stool as necessary.
• Remote associates are expected to maintain a safe, secure, and productive work environment with reliable internet access.