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
- 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
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
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.
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.
Skills Required
- Minimum three (3) years of customer service experience
- In-person office presence in Westlake, OH (hybrid eligible after training/probation)
- Intermediate level proficiency with Microsoft Office
- Basic 10-key skills
- Associate degree in business or related field
- Three (3) years of financial services experience (may be considered in lieu of a degree)
- Retirement product knowledge or financial services experience
- Ability to type a minimum of 45 WPM (accurately)
What We Do
Equity Trust Company is a financial services company that enables individual investors, financial professionals and institutions to diversify investment portfolios through alternative asset classes, including real estate, tax liens, private equity and precious metals. Equity Trust Company (or its affiliates) offers custodial services for alternative investments, investment in alternative assets with individual retirement accounts, back-office solutions for RIAs, brokerage services, directed trustee services and more. Equity Trust Company evolved from a predecessor brokerage firm that started in 1974, to a financial services company today with over $39 billion in assets under custody and administration (as of 1/31/23). Visit www.TrustETC.com for more information. For career opportunities, visit www.TrustETC.com/careers.
