Client Onboarding Specialist

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The Client Onboarding Specialist works directly with Empower's investment clients and Financial Advisors to facilitate new account establishment, asset transfers, and investment account onboarding. This role serves as the primary point of contact for clients consolidating external investment accounts with Empower, delivering personalized, high-touch service throughout the onboarding process. The associate leverages proprietary and third-party technology platforms to coordinate account documentation, money movement, and portfolio implementation while ensuring accurate, timely, and efficient processing of client requests.

• Serve as the primary point of contact for new investment clients throughout the onboarding process, providing personalized support with account establishment, asset transfers, and account consolidation.
• Facilitate cash management and asset movement transactions, including Automated Customer Account Transfer Service (ACATS) transfers, wire transfers, Automated Clearing House (ACH) transfers, and retirement account rollovers.
• Coordinate with external financial institutions to facilitate account transfers, provide rollover instructions, and assist clients with completing required account opening and transfer documentation.
• Proactively follow up with clients via phone, email, and text messaging to obtain outstanding documentation, resolve onboarding requirements, and support timely account funding.
• Collaborate with Financial Advisors and the Investment Committee to coordinate accurate and timely implementation of client investment portfolios.
• Explain complex account transfer, rollover, and money movement processes clearly and professionally to clients through phone and digital communication channels.
• Identify, elevate and communicate time-sensitive onboarding issues to management and appropriate internal business partners, including the Sales organization.
• Serve as a liaison with broker-dealer custodians, portfolio management providers, and internal teams to resolve client operational matters.
• Review outstanding onboarding requests and operational work queues daily to identify pending actions, resolve processing delays, and maintain a positive client experience
• Support the development and maintenance of operational procedures to improve processing efficiency, accuracy, completeness, and consistency
• Assist with departmental reporting, monthly and quarterly projects, and additional operational initiatives as needed
• Maintain accurate client records and onboarding documentation in accordance with established operational procedures and applicable regulatory requirements

• High school diploma or equivalent required
• Knowledge of investment products, financial services operations, and investment account onboarding processes
• Familiarity with account opening documentation, asset movement processes, and client onboarding workflows
• Ability to work effectively within a digital financial services environment using web-based applications, cloud-based platforms, and paperless account processing
• Strong organizational, operational, and follow-up skills, with the ability to manage complex tasks and competing deadlines
• Ability to explain investment account processes and financial transactions clearly and professionally to clients and internal stakeholders
• Strong critical thinking, analytical, and problem-solving skills, with the ability to evaluate information and make sound operational decisions
• Ability to independently research and resolve client service issues while maintaining accuracy, attention to detail, and a customer-focused approach
• Understanding of operational policies, procedures, and regulatory requirements applicable to financial services activities
• Ability to collaborate with Financial Advisors, custodians, internal business partners, and external financial…