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

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

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

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

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

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

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

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

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

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

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

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

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

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Mentor newly hired and less experienced team members.

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Participate in and help lead department meetings and training sessions.

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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

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Bachelor’s degree in business, or equivalent work experience preferred

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

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

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Knowledge of investment products and services.

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

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

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Experience supporting web-based or remote investment service delivery.

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

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

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Strong interpers