Servicing Ops Specialist- Estate Servicing

• Handle a high volume of incoming (inbound) calls and chats from customers, estate representatives, and internal partners with a focus on delivering high-quality, empathetic service.
• Conduct outgoing (outbound) calls to customers, estate representatives, beneficiaries, attorneys, and internal partners to gather required information, clarify requests, provide updates, and drive case resolution.
• Provide end-to-end (“white glove”) customer service support for estate-related loan and deposit products and services.
• Perform advanced clerical and operational tasks that are routine and/or repetitive in a fast-paced environment.
• Utilize established methods, procedures, and knowledge of business unit products, systems, and applications.
• Demonstrate strong active listening and problem-solving skills, with consistent empathy when supporting client families.
• Liaise with colleagues, beneficiaries, family members, and legal representatives to collect documentation and provide guidance throughout account processing and closure.
• Research and respond to inquiries related to deceased accounts and proactively provide status updates.
• Identify root causes of issues and resolve them accurately within established service level agreements (SLAs).
• Ensure all transactions and interactions comply with applicable legal, regulatory, and internal policy requirements.
• Maintain accurate and detailed documentation of all communications and account processing activities.
• Collaborate with internal departments (e.g., Legal, OOC, Branches) to facilitate efficient processing and resolve complex issues.
• Demonstrate ability to multitask, prioritize, cross-train, and take on additional responsibilities as requested by management.

• 1 year of work experience required
• Customer service experience in Banking/Banking Operations preferred
• Ability to complete repetitive tasks accurately and efficiently
• Ability to thrive in a fast-paced, highly regulated environment
• Strong organizational skills with the ability to prioritize and manage multiple tasks
• High attention to detail and accuracy
• Strong written and verbal communication skills
• Strong active listening and problem-solving abilities with a customer-focused mindset
• Demonstrated coachability, positive attitude, and team-oriented approach
• Beginner to intermediate proficiency in Microsoft Office (Outlook, Excel, Word)
• Willingness to support customers via both inbound and outbound phone calls, as well as chat
• Ability to work directly with customers and provide an empathetic experience

• High School diploma or equivalent required; Associate degree preferred

• Hours per Week: 40
• Hybrid Schedule: 8:00 AM – 4:30 PM ET (Hours may vary Monday–Saturday)
  • 4 days in office / 1 day remote
  • Overtime required as needed

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