Sr Client Onboarding Specialist

The Sr Client Onboarding Specialist is responsible for engaging with new clients of Pacific Premier Trust and assisting with due diligence inquiries related to new clients including the CIP process. Responsible for ensuring a smooth enrollment process and eventual handoff to appropriate servicing teams. Serve as an ambassador to the client introducing them to the Pacific Premier Trust ecosystem and assist with establishing a foundation for client success. Must be analytical and self-driven with the ability to effectively manage client relationships. Responsible for ensuring client satisfaction while upholding and increasing Pacific Premier Trust's value proposition.

Serve as an intermediary between the Business Development Center during the enrollment process. Responsible for guiding new clients post-enrollment, assist Onboarding team with new enrollments, identifying areas of risk and effectively communicating this to management. Partner with Account Enrollment Specialists, Client Services, and leadership to identify client pain points in the onboarding process and specify resolutions. Not only serve as a point of contact for the client, but also for others within PPT regarding all areas of the client onboarding process. Handles moderately complex work.

RESPONSIBILITIES

• Assist Onboarding team leadership with Customer Identification Program (CIP) results and coordinating client outreach to obtain rectifying information to clear new clientele.
  • Exercise critical decision making to escalate any red flags to management team for review.
• Proactive outreach during/after account establishment to ensure client is familiarized with all products/services offered by PPT. Welcome clients to PPT and provide guidance for next steps with transfers/investments.
  • Verify client during initial call to ensure comfort level with client identity and provide client with account access information.
• Complete walkthrough of client fees, to ensure they understand and know what to expect with regards to our processing fees and their account
  • Assist in re-evaluating our internal processes for identifying and ensuring clients are credited with appropriate partner referral relationships, if applicable.
• High-level coaching of clients to ensure they are familiar with our internal SLA times for various work items - primarily Transferring in of funds and

  completion of new investments.

• Identify appropriate servicing team who will be handling respective client populations and provide smooth handoff after enrollment call has been completed.
• Be an effective knowledge base for the team by understanding and driving new workflow experience utilizing SEI Wealth Platform (SWP).
• Have a broad understanding of the SEI systems to ensure we are driving performance to the best of our abilities.
• Collect and identify ongoing pain points with new clientele to develop materials and solutions to assist clients and head off recurring issues for subsequent client populations.
  • Work with Marketing team to create resources/materials to transmit to clients post enrollment.
• Work closely with Account Enrollment processors who will be completing the new Enrollments in SWP.
  • Work with management team to identify any trending issues with account setup on an ongoing basis.
  • Participate in cross training opportunities within Onboarding Department surrounding new enrollments and transfers processing.
• Enable and assist clients in gaining access to SEI - Total Wealth/ End Client Experience website and walk clients through utilizing our technology for future services.
  • Assist management team with generating and creating reports within SWP and P360 (SalesForce) to capture new business, increase team efficiency and understand our clients.
• Work closely with management team to revise and update team Process Guides/Manuals with an emphasis on new workflow within SWP.
  • Constantly brainstorm ways we can adjust process guides to increase team efficiency.
• Research account questions and discrepancies, including investment and transactional activity and/or errors; complex compliance issues pertaining to IRS rules and regulations.
• Act as primary point of contact for new clients to facilitate successful integration into the Pacific Premier Trust ecosystem.
• Ability to manage escalated matters, including ability to draft free-form professional responses to client escalations and inquiries.
• Be a client advocate to resolve client issues to mitigate escalations.
• Mitigate company risk through following all security and fraud prevention requirements.
• Identify and remedy pain points on an ongoing basis.
• Ability to work on new projects and evolving responsibilities.
• Other duties as assigned.

QUALIFICATIONS

• 3+ years of progressive work experience in a cross-functional environment within mid to large sized financial institution required.
• CFP, CISP, SDIP preferred.
• Wall Street, fund sponsor, broker/dealer, investment and compliance/paralegal experience preferred.

A reasonable, good faith estimate of the minimum and maximum base salary or pay for this position is $21.66/hr to $32.49/hr. Actual compensation will vary based on various factors including but not limited to location, experience, and performance. A discretionary bonus and/or business line incentive may be provided, in addition to a medical and other benefits, dependent on the position. For more information regarding our benefits, please visit https://www.ppbi.com/careers.html

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)