Dedicated Operations Specialist

*The selected candidate must be local to our Westlake, OH office and have the ability to work a hybrid schedule after the training and probationary period.

JOB OVERVIEW

The Dedicated Operations Specialist handles all applicable client requests for assigned dedicated dealer relationships including, but not limited to, new accounts, incoming and outgoing transfers, purchases, sales, distributions, and file maintenance requests accurately, efficiently and in accordance with documented processes and procedures. Develops and enhances the client experience by providing superior customer service and support to the dedicated relationship, working closely with the Relationship Manager and Dealer to ensure seamless service delivery and issue resolution.

RESPONSIBILITIES & DUTIES

• Processes new client accounts, incoming and outgoing transfers, file maintenance, purchases, sales, settlement and reconciliation of assets, distributions and account closures

• Provides status updates to clients regarding new accounts, transfers, file maintenance, purchases, sales, distributions and account closures

• Resolves client concerns, perform research, and respond accordingly

• Corresponds with Relationship Manager, Dealer, and Client to clarify corrections and request additional information as needed

• Updates client account information to ensure accuracy of client information in all systems

• Processes returned mail received and prepare and mail out client documents associated with the dedicated relationship

• Coordinates the transfer of cash and assets through successor custodians

• Ensures accuracy of information through data verification affording timely processing of transfer requests

• Effectively communicates and works with the Dedicated Relationship Manager and Dealer to resolve any issue and prevent delays in processing times

• Manages time and workload appropriately to meet all internal service level agreements (SLAs)

• Ensures document maintenance and retention procedures are followed in accordance with company procedures

• Collaborates internally to resolve client requests or issues and assist 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

• Experience with IRS guidelines preferred

• In person interaction that includes actively collaborating with colleagues and participating in team or company meetings

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLS

To be successful in this role, you should have experience with and an understanding of the following:

• Basic to intermediate level proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint)

• Ability to navigate multiple systems simultaneously

• Ability to work independently and efficiently manage time

• Basic 10 key skills

• Ability to type a minimum of 45 WPM preferred

CULTURAL COMPETENCIES

In addition to our core company competencies of Excellence, Passion, Integrity, and Collaboration, a successful candidate in this role should exhibit the following behavioral competencies:

• Attention to Detail & Accuracy: Consistently produces accurate work, catches errors, and maintains high quality standards in transaction processing and data entry

• Client Focus & Relationship Building: Places client and dealer needs at the forefront, responds promptly, and develops strong working relationships as a trusted point of contact for dedicated relationships

• Accountability & Communication: Takes ownership of work outcomes, follows through on commitments, and clearly articulates information to clients, dealers, and relationship managers

• Problem Solving & Adaptability: Identifies issues, performs thorough research, and adjusts effectively to changing priorities while remaining productive

• Continuous Improvement & Collaboration: Seeks opportunities to enhance processes, works effectively across teams, and embraces new ways of working

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. While performing the duties of this job, 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.

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.

Equity Trust Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin.