Client Ops Analyst - Access Fulfillment

Make an impact on the day-to-day experience of clients by helping deliver timely, accurate operational support. In this role, you will help clients navigate onboarding and service requests while supporting efficient, well-controlled processes. You will contribute to continuous improvement through structured problem-solving and change support. You will also apply a risk-aware mindset, including fraud prevention awareness, to help safeguard client interests. Join a collaborative team focused on service excellence and operational quality.

Job summary
As a Client Operations Analyst in Access Fulfillment, you will support client onboarding and service requests across multiple products and platforms, helping deliver a consistent and responsive experience. You will help resolve inquiries, process operational tasks, and identify opportunities to improve workflows through automation and continuous improvement. You will apply strong communication skills and a risk-aware mindset to support effective outcomes for clients and internal stakeholders.

Job responsibilities

• Support end-to-end client onboarding activities to help ensure a smooth, timely experience
• Respond to client inquiries and complete operational requests accurately and within agreed timelines
• Process transactions and service activities in accordance with established procedures and controls
• Investigate issues, troubleshoot root causes, and coordinate with internal teams to drive resolution
• Apply fraud prevention awareness to identify potential red flags and escalate concerns through defined channels
• Document case details, actions taken, and outcomes to support transparency and quality review
• Support change management activities by communicating updates and helping stakeholders understand process impacts
• Contribute to continuous improvement by identifying inefficiencies and recommending practical enhancements
• Assist with automation initiatives by supporting requirements gathering, user testing, and adoption activities
• Use active listening and effective questioning to clarify needs, set expectations, and confirm resolution

Required qualifications, capabilities and skills

• 3+ years of experience in client service operations, client onboarding support, or service center operations
• Experience following documented processes and applying quality and control standards in day-to-day work
• Working knowledge of fraud prevention concepts and how to identify and escalate suspicious activity within defined processes
• Ability to apply strategic planning fundamentals (prioritization, resource awareness, and goal alignment) in an operational setting
• Experience supporting process improvement efforts (for example, documenting workflows, identifying root causes, and proposing changes)
• Exposure to automation tools or operational technology solutions (for example, workflow tools, case management, or process automation)
• Effective verbal and written communication skills, with the ability to engage professionally with clients and internal stakeholders
• Strong active listening and questioning skills to clarify needs and resolve issues efficiently
• Ability to manage competing priorities and maintain accuracy in a high-volume, deadline-driven environment
• Comfort working with multiple products and platforms, including learning new tools and processes quickly

Preferred qualifications, capabilities and skills

• Experience managing client relationships and resolving complex operational challenges
• Analytical skills to assess operational performance and support improvements using data and trends
• Experience supporting change initiatives (communications, readiness support, or adoption activities)

• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.