Operations Support Specialist

About the Role

Join a prominent financial services organization partnered with Aquent that prioritizes strong relationships with its network of independent partners. This company is focused on delivering forward-thinking solutions and exemplary support to a diverse group of professionals while continuously adapting to their evolving needs.

This 12-month contract position offers remote work at approximately 20 hours weekly and may be extended or converted. As an Operations Support Specialist, you will be a key member of a frontline strategy team, responsible for ensuring partner satisfaction and supporting high-profile programs. Your role includes resolving complex inquiries and streamlining operations in a fast-moving, collaborative environment.

Key Responsibilities

• Handle support email channels by addressing questions from independent partners and internal teams concerning program specifics, technical issues, and general inquiries.
• Act as an escalation resource for intricate questions, utilizing various systems, program tools, and internal collaborations to investigate and resolve topics such as eligibility, fulfillment, activity, payment status, and system issues.
• Prioritize and manage incoming requests efficiently, meeting defined service-level standards.
• Maintain records of open inquiries, follow through on pending issues, document actions taken, and ensure timely completion of resolutions.
• Work closely with program managers, distribution, IT, data, and vendor/fulfillment teams to solve challenging problems.
• Detect recurring patterns in inquiries, system defects, knowledge shortfalls, or process failures and report these findings to relevant stakeholders.
• Assist in weekly reporting on inquiry volumes, trends, resolution progress, and performance metrics.
• Update and improve documentation related to inquiry management, including response templates, escalation procedures, and operational protocols.
• Participate in meetings with program managers as required to support ongoing operations.

Required Qualifications

• Experience providing Level 2 technical or equivalent operational support, managing issue resolution, inquiry tracking, and troubleshooting complex questions.
• Strong problem-solving aptitude with the ability to research queries across multiple systems and teams.
• Excellent written communication skills to clearly and succinctly explain complex information.
• Organizational proficiency with effective prioritization of multiple demands.
• Good judgment in deciding when to resolve issues independently or escalate them.
• A curious, adaptable approach with a strong customer service orientation.
• Self-motivation to work independently and ability to navigate uncertainty.
• Aptitude for learning new technologies and understanding integrated internal systems.
• Ability to work under deadlines while maintaining accuracy and speed.
• Inquisitive mindset with a focus on root cause analysis for problems.
• Flexible and agile working style in a fast-paced setting.

Preferred Qualifications

• Experience in customer support, customer success, sales/channel, program, or marketing operations.
• Knowledge of B2B marketing, incentive or rewards programs, or independent agent channel operations.
• Background in the insurance industry is advantageous.

Additional Information

The compensation will be influenced by factors like education, relevant experience, certifications, and location.

About Aquent Talent

Aquent Talent bridges top talent in marketing, creative, and design with leading global brands. Eligible individuals can access benefits including subsidized health, vision, and dental coverage, paid sick leave, and retirement plans with matching contributions, along with complimentary online training options.

Aquent is committed to equal employment opportunity, evaluating all applicants without bias related to race, gender, religion, sexual orientation, disability, veteran status, and other protected categories. They promote an inclusive workplace culture valuing diverse backgrounds and perspectives where everyone can thrive and advance their careers.