Enterprise Operations Specialist

• This position is based out of our Westlake, OH office and is eligible for a hybrid schedule after 90 days.

JOB OVERVIEW

The Enterprise Operations Specialist supports operational excellence by processing transactions, validating documentation, and ensuring accurate, timely service delivery. At the Beginner level, individuals are developing foundational knowledge of department processes, systems, and quality standards, working under guidance to complete routine tasks and respond to inquiries. At the Intermediate level, the specialist demonstrates increased independence, handles moderately complex cases within one or more subject areas, and collaborates with internal and external partners to resolve items and uphold service standards. Across both levels, the role contributes to consistent client experience by executing work in alignment with internal policies, regulatory guidelines, and established Service Level Agreements (SLAs).

RESPONSIBILITIES & DUTIES

• Review and process a variety of operational transactions and supporting documentation to ensure accuracy, completeness, and compliance with internal controls and regulatory requirements
• Accurately enter and validate data and processing instructions in transaction processing and workflow systems with strong attention to detail
• Maintain organized and up-to-date documentation and records in accordance with company policies, procedures, and operational standards
• Collaborate with internal departments and external partners to investigate and resolve transactions that are not in good order, minimizing business disruptions
• Proactively engage with clients and third parties via phone and email to clarify outstanding items, provide updates, and ensure smooth transaction processing
• Respond to internal requests, research items, and status inquiries professionally and efficiently, utilizing various systems and other communication platforms
• Maintain and monitor SLA performance, productivity metrics, and quality benchmarks to ensure timely and effective service delivery
• Identify, escalate, and recommend solutions for process inefficiencies, risk exposures, and exceptions to help improve operational effectiveness and mitigate risk
• Serve as a collaborative team member by supporting cross-functional initiatives and acting as a backup for peer responsibilities to maintain workflow continuity
• Perform additional responsibilities and support team priorities as assigned, demonstrating flexibility and a strong sense of accountability

QUALIFICATIONS

• High School Diploma or GED required
• Associate degree in Business, Finance, or related field preferred
• Minimum 2 years of experience in operations preferred
• Minimum 2 years of experience in a fast-paced, customer-driven environment

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLS

• Intermediate level proficiency in Microsoft Office

CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

• Manages Complexity
• Action Oriented
• Drives Results
• Communicates Effectively

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment. While performing the duties of this job, the Associate is regularly required to speak and hear. The Associate is frequently required to sit for extended periods of time, stand, walk, use hands and fingers, and reach with hands and arms. It requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.