Client Onboarding Specialist

This position is based out of our Westlake, OH office but eligible for a hybrid schedule after the probationary period.

JOB OVERVIEW:
The Onboarding Specialist partners with Sales to establish new client relationships by serving as the single point of contact for establishing and funding a new client account. Strives to improve client satisfaction, enhance and expand client relationships and provides additional opportunities or education related to the products and services available. Works cross functionally with Sales, Client Services, and Operations to strengthen client loyalty, referrals and retention.

RESPONSIBILITIES & DUTIES:

• Provides sales, service, and execution support for new client relationships by placing outbound calls to assist with establishing a new client account, providing status updates, and working to effectively fund their account.
• Communicate via telephonically and by email to clients and referrals sources detailed instructions for the completion of activities.
• Manage pipeline of existing clients, coordinating all aspects of account funding, online access, and investment processing.
• Coordinates communication with internal operations partners to ensure successful completion of account funding and investment purchases.
• Gathers, reviews, and verifies required transfer and investment documentation for completion and accuracy.
• Contacts various contra firms to assist clients with the facilitation of a transfer or rollover of assets/cash.
• Maintains thorough knowledge and understanding of Equity Trust’s products and services.
• Assist clients with online registration of the myEQUITY portal and walking clients through different functionalities within the portal.
• Delivers distinctive client service that is knowledgeable, empathetic, patient, prompt, and courteous.
• Recognizes client needs to offer additional opportunities or education related to their investment goals.
• Facilitate client requested investment transactions by working with financial advisors, title companies and asset providers.
• Builds rapport and strengthens relationships while servicing client needs.
• Assist in improving the businesses online reputation by requesting clients to provide positive client feedback.
• Works collaboratively in a team environment to achieve team, department, and overall business commitments.
• Acts as trusted resource and support for the Sales Team.
• Assists other departments as needed.
• Perform other duties as assigned.

QUALIFICATIONS:

• Associate degree in business or related field preferred; three (3) years of experience in financial services industry may be considered in lieu of a degree.
• Minimum three (3) years of customer service experience.
• Retirement product knowledge or financial services experience preferred.

PROFESSIONAL CERTIFICATIONS: None required.

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

• Intermediate level proficiency Microsoft Office.
• Ability to type a minimum of 45 WPM (accurately) preferred.
• Basic 10 key skills.

CULTURAL COMPETENCIES:
In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

• Customer Focus | Collaborates.
• Plans & Aligns | Instills Trust.

PHYSICAL DEMANDS/WORK ENVIRONMENT:
This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

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.

About Equity Trust:

Equity Trust empowers individual investors and financial professionals by removing the barriers to investment freedom. As an IRS approved custodian, we fulfill the custodial and administrative duties required for each type of investment account our clients hold.With an Equity Trust account, clients have the opportunity to invest in alternative assets such as real estate, precious metals, private equity, and more. Additionally, clients can invest in traditional assets such as stocks and mutual funds – all through a single custodian.As an industry-leading custodian of alternative assets in tax-advantaged accounts, our 45-year* track record of excellence is unmatched in the industry. Equity Trust streamlines the investment experience by offering optimized solutions, processes, and service.As a directed custodian, Equity Trust does not provide tax, legal or investment advice, nor do we offer or sponsor any proprietary investment products.