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Onboarding and Service Analyst

  • Location: New Jersey, NJ
  • Job Type: Contract
  • Ref No: 18-07646
  • Date: December 06, 2018
  • Job title:



Daniel Dedeian

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Job Description - Onboarding and Service Analyst

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

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