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.

What you will do

• 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, escalate, 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

What you will bring

• 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 institutions
• Proficiency with digital communication tools, web-based financial services applications, and multiple technology platforms

What will set you apart

• Minimum of 2 years of experience in financial services operations, investment account servicing, or client onboarding
• Previous experience supporting investment advisory or wealth management clients
• Experience processing ACATS transfers, ACH transactions, wire transfers, retirement account rollovers, and IRA distributions
• Experience coordinating with broker-dealer custodians, investment advisors, or portfolio management providers
• Familiarity with digital account opening platforms, electronic document workflows, and cloud-based financial services technology
• Experience supporting investment portfolio implementation and collaborating with Financial Advisors
• Experience managing complex account transfers, client escalations, and time-sensitive onboarding requests

#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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