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The Service Operations Support Specialist plays a critical role in supporting the daily operations of the Trust Operations department. This position is responsible for handling incoming and outgoing mail, managing and routing client-submitted documents, and ensuring accurate scanning, ticket creation, and document retention. The role contributes to operational efficiency, regulatory compliance, and consistent client service across supported brands. Responsibilities include document scanning, ticketing, uploading to document management systems, remote check deposits, and assisting with department-wide operational tasks. This role may be performed remotely or in-office depending on business needs.
Essential Duties & Responsibilities
- Receive and process incoming mail and packages (USPS, FedEx, UPS) across multiple entities.
- Log, scan, and upload checks and documents to document management systems and shared team folders.
- Create and assign tickets using appropriate ticketing procedures and pipeline guidelines.
- Perform remote check deposits and archive deposit reports in designated folders.
- Securely handle original documents such as stock certificates, notarized forms, and death certificates.
- Review and process authorization and beneficiary designation forms, ensuring compliance with internal standards.
- Validate digital or physical signatures and initiate identity verification when required (e.g., Veriff.)
- Fulfill outgoing mail and check requests, including preparation, packaging, and mailing.
- Maintain tracking logs for outgoing mail and check requests.
- Monitor and triage inbound HubSpot pipelines (e.g., Operations Inbox, New Accounts.)
- Assist with document handling, uploads, and ticket reassignment across multiple pipelines.
- Maintain accurate logs and provide general administrative support to the Operations team as needed
Required Qualifications
- High school diploma or equivalent, Associate degree preferred.
- Minimum 2 years of experience in administrative support, or financial services.
- Proficiency in standard office software (e.g., Microsoft Office Suite)
- Familiarity with ticketing and document management systems (e.g., HubSpot, WorkSpace) preferred.
- Experience with remote deposit systems and scanning equipment is a plus.
- Knowledge of trust operations or financial documentation preferred.
At Retired.com, we’re helping people take charge of their retirement in smarter, more flexible ways. Our platform makes it easy for individuals to invest in alternative assets—like crypto, gold, and real estate—through tools like self-directed IRAs and Solo 401(k)s.
We’re part of a family of trusted brands, including Digital Trust, BitcoinIRA, and Rocket Dollar and we’re proud to support thousands of clients on their journey to a better financial future.
As a member of our Operations team, you’ll be part of the engine that keeps everything running smoothly. We’re a remote-first company that values detail, teamwork, and doing work that really matters. Whether it’s handling documents, helping process accounts, or making sure clients are taken care of, your role directly supports the success of our mission.
If you're organized, dependable, and excited to make an impact—we'd love to have you on board.
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