Client Service Ops Specialist, Doc Management/Mailroom

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.

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
• 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
• Aids 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 assigned

Qualifications

• High 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

Cultural 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 orderly vault and filing systems, and prioritizes work effectively to meet service level agreements
• Problem Solving & Adaptability: Identifies and resolves discrepancies between physical inventory and system records, adjusts to fluctuating mail volumes and changing priorities, and embraces new systems and technologies
• Collaboration & Dependability: Works effectively across departments to fulfill document requests, consistently meets deadlines and service level agreements, and demonstrates reliable attendance in fast-paced environment

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.