Senior 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.

As a Senior Client Onboarding Specialist, you will work directly with Empower Personal Wealth's investment clients and financial advisors in a progressive thinking, technology-focused environment. You will have demonstrated leadership within the client onboarding team and serve in a capacity where you can take on high net worth clients and challenging requests. You will also serve as the main point of contact, providing white glove service to new high net worth Empower Personal Wealth clients. Embrace the opportunity to participate in an organization with a reputation for customer-centricity and long-term client relationships.

What you will do

• Serve as a primary point of contact for new Empower Personal Wealth clients throughout the onboarding and asset transfer process.

• Manage cash and asset movement activities, including Automated Customer Account Transfer Service (ACATS), wire transfers, and ACH transfers.

• Facilitate third-party calls with external financial institutions, provide rollover instructions, and assist clients with required documentation.

• Follow up with clients by phone, email, and text regarding outstanding requirements for account opening and asset transfers.

• Complete assigned service requests within established service-level agreements (SLAs).

• Explain complex money movement, account opening, rollover, and transfer processes clearly and professionally to clients.

• Escalate time-sensitive or complex issues to management and appropriate sales partners.

• Liaise with broker-dealer custodians and portfolio management providers regarding client operational matters.

• Partner with management to update procedures and improve operational efficiency, accuracy, and completeness.

• Perform daily reviews of outstanding work to support timely processing and a positive client experience.

• Support monthly and quarterly reporting, departmental projects, and other operational initiatives.

• Serve as a subject matter expert in areas such as investment lines of credit, trusts, and individual 401(k) plans.

• Mentor newly hired and less experienced team members.

• Participate in and help lead department meetings and training sessions.

• Research complex onboarding situations and contribute to the development and improvement of organizational processes and procedures.

What you will bring

• High school diploma or GED required

• Bachelor's degree in business, or equivalent work experience preferred

• Minimum of 2 years of experience in financial services operations or customer service, with experience in a client onboarding capacity

• Experience supporting investment advisory client service activities, including ACATS, IRA distributions, required minimum distributions (RMDs), and account maintenance.

• Knowledge of investment products and services.

• Experience managing complex operational workflows with strong organizational and follow-up skills.

• Knowledge of regulatory-driven policies, procedures, and compliance requirements.

• Experience supporting web-based or remote investment service delivery.

• Experience working with broker-dealer custodians, portfolio management platforms, CRM systems, or financial services workflow technology.

• Strong verbal, written, and active-listening communication skills.

• Strong interpersonal, teamwork, and collaboration skills.

• Ability to operate effectively at both tactical and strategic levels.

• Demonstrated ability to identify process improvement opportunities and communicate recommendations to leadership.

• Ability to deliver client service within a paperless, branchless, cloud-based operating environment.

What will set you apart

• Knowledge of investment products and services.

• Experience managing complex operational workflows with strong organizational and follow-up skills.

• Knowledge of regulatory-driven policies, procedures, and compliance requirements.

• Experience supporting web-based or remote investment service delivery.

• Experience working with broker-dealer custodians, portfolio management platforms, CRM systems, or financial services workflow technology.

• Strong verbal, written, and active-listening communication skills.

• Strong interpersonal, teamwork, and collaboration skills.

• Ability to operate effectively at both tactical and strategic levels.

• Demonstrated ability to identify process improvement opportunities and communicate recommendations to leadership.

• Ability to deliver client service within a paperless, branchless, cloud-based operating environment.

#LI-Remote

***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.***

What we offer you

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• Medical, dental, vision and life insurance
• Retirement savings - 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup
• Tuition reimbursement up to $5,250/year
• Business-casual environment that includes the option to wear jeans
• Generous paid time off upon hire - including a paid time off program plus ten paid company holidays and three floating holidays each calendar year
• Paid volunteer time - 16 hours per calendar year
• Leave of absence programs - including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
• Business Resource Groups (BRGs) - BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all.

Base Salary Range

The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Equal opportunity employer * Drug-free workplace

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.

***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.***

Job Posting End Date at 12:01 am on:

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