What are the responsibilities and job description for the Client Service Operations Specialist - Enterprise Operations position at Equity Trust Company?
- This position is based out of our Westlake, OH office and is eligible for a hybrid schedule after the probationary period.
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.
- Follows assigned work schedule with regular and predictable attendance.
- 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.
- In person interaction that includes actively collaborating with colleagues and participating in team or company meetings.
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.
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.
About Equity Trust
Equity Trust empowers individual investors and financial professionals by removing the barriers to investment freedom. As an IRS approved custodian, we fulfill the custodial and administrative duties required for each type of investment account our clients hold.With an Equity Trust account, clients have the opportunity to invest in alternative assets such as real estate, precious metals, private equity, and more. Additionally, clients can invest in traditional assets such as stocks and mutual funds – all through a single custodian.As an industry-leading custodian of alternative assets in tax-advantaged accounts, our 45-year* track record of excellence is unmatched in the industry. Equity Trust streamlines the investment experience by offering optimized solutions, processes, and service.As a directed custodian, Equity Trust does not provide tax, legal or investment advice, nor do we offer or sponsor any proprietary investment products.