|Job Title:||Onboarding and Service Analyst|
|Duties:||FutureAdvisor is a digital platform for delivering financial advice and investment management. This product has both a digital platform and more traditional asset management service component to support its clients.
The FutureAdvisor Service Center at our client provides dedicated support
A Client Operations Analyst will split their day between service and operational work. Service will be provided via multiple client phone lines and email boxes. Operations can include; onboarding, move money requests, investment objective changes, billing, etc.
” Manage the client onboarding process from generation of custodian paperwork, follow-up, client education, and preparation of accounts for trading.
” Handle unique asset transfer cases and developing internal procedures or automated solutions where needed.
” Resolve NIGOs with clients, advisors and back office operations
” Communicate the sign-up process to clients, and setting client expectations for their onboarding experience.
” Anticipate issues and proactively mitigate them.
” Answer questions about our service, the algorithm, the onboarding process, and technical issues via phone and email.
” Work with product, platform delivery and engineering teams to improve user experience and develop product enhancements, such as:
o Create Training modules
o Create, administer and Analyze Client Surveys and present insights and data to management team
o Independently identify process and website improvements
o Create specs and engineering tickets for work to be evaluated and completed to solve identified issues.
o Create and test new ideas to improve enrollment success [call campaigns, new emails, etc.]
o Help determine workflow and test processes for new products and platforms
o Assist in scoping partner integrations and assist in implementing partner client service requirements
o Train new employees on existing software systems and company procedures
o Troubleshoot User Interface issues including technical issues, bugs, and user error and confidently work through issues with clients and engineering team.
|Skills:||0-2+ years of work in finance or customer facing role. Financial service experience is a plus but we will train the right candidate interested in learning investing and key financial concepts. Most of the skills and behaviors our specialists need will get you a long way in any line of work.
” Highly Proactive, taking on ownership of issues and follow through to resolution
” Efficiency and ability to successfully multitask in a fast paced environment
” Customer service orientation and attention to detail and commitment to quality
” Ability to interact as a team member and maintain a flexible attitude
” Curiosity and Professionalism
” Excellent written and verbal skills
” Ability to balance daily workload and larger projects
” Excellent research and analytical skills
” Desire to learn about the Investment Management industry (General knowledge of financial markets, investment classes, and business operations is a plus)
” Proficient in Microsoft Office Suite (Outlook, Excel, Word, Access & Internet Explorer)
” Aladdin, SalesForce, Branchnet, ClientWorks, WealthScape, and/or Atlassian/Confluence experience a plus
” Flexibility to cover phone lines until 6 pm EST
” Willing to work overtime when required
” Bachelor’s degree required
|Regional Head - Finance|
|Audit Manager - Outsourced Finance & Accounting|
|SOX Audit Analyst|