Client Onboarding Specialist

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

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.

• 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 referral 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 service.
• 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.
• Follows assigned work schedule with regular and predictable attendance.
• Perform other duties as assigned.

• 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.
• In person interaction that includes actively collaborating with colleagues and participating in team or company meetings.

• None required.

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

Our core values are our foundation and the guiding principles we embody to support Equity’s mission. Together, our values spell EPIC — because that’s what we strive to be for our clients and stakeholders every day.

• Excellence – Our standard.
• Passion – In everything we do.
• Integrity – Without compromise.
• Collaboration – Stronger together.

We are looking for team members who embody these values in their daily work and interactions.

This job operates in a professional office environment, which may include a corporate office setting or a remote/home office environment, and routinely uses standard office equipment and technology such as computers, phones, printers, and video conferencing tools. While performing the duties of this job, the associate is regularly required to communicate effectively, including speaking, hearing, and participating in virtual meetings on camera.

The associate is frequently required to sit for extended periods of time, as well as occasionally stand, walk, use hands and fingers, and reach with hands and arms. This job may require the ability to lift files or office materials, open filing cabinets, and bend or stand on a stool as necessary. Remote associates are expected to maintain a safe, secure, and productive work environment with reliable internet access.

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.