Sr. Onboarding Operations Specialist III

What You’ll Do

• Lead Complex Processing & Issue Resolution
• Serve as a primary subject matter expert across multiple account services processing areas (e.g., New Accounts, Maintenance, Transfer of Assets, Specialty Services)
• Handle escalated and highly complex transactions and inquiries
• Proactively identify and resolve Not-In-Good-Order (NIGO) issues
• Drive the resolution of unique or challenging account maintenance requests and transactional exceptions
• Provide Advanced Client & Advisor Support
• Act as a senior point of contact for critical operational needs of all clients and their support staff
• Manage high-priority phone and email queues, handling complex inquiries that require in-depth research and cross-functional coordination
• Oversee and resolve complex Salesforce cases, leveraging advanced system knowledge and problem-solving skills
• Provide in-depth education and training to representatives and their assistants on complex operational procedures and AdvisorComplete® functionalities
• Drive Operational Excellence & Team Leadership
• Identify opportunities for process enhancements and efficiency gains
• Take initiative to propose and implement solutions that improve departmental workflows and service quality
• Mentor and provide guidance to junior Client Service Specialists and Associates
• Lead small projects or initiatives focused on improving internal procedures, documentation, or training materials
• Collaborate with Sales Supervision, Legal, Compliance, and other departments to resolve complex paperwork and operational issues
• Champion departmental efforts to exceed processing standards and contribute to a culture of continuous improvement, advocacy, and integrity
• Analyze complex financial reports to identify discrepancies or trends impacting processing
• Perform special projects and assignments requiring independent judgment and deep functional knowledge

What You Bring

• High school diploma/GED required. Bachelor's degree in a relevant field (Finance, Business Administration, etc.) preferred, or equivalent extensive industry experience
• Extensive Experience & Expertise: 3-7 years of progressive experience in brokerage/financial services operations and client support, with demonstrated expertise across multiple processing functions
• Advanced Problem-Solving & Strategic Thinking: Proven ability to analyze complex situations, identify root causes, and develop effective, long-term solutions
• Strong judgment and decision-making skills, even in ambiguous situations
• Exceptional Communication & Influence: Superior verbal and written communication skills, including the ability to articulate complex concepts clearly, mediate challenging conversations, and influence outcomes with internal and external stakeholders
• Informal Leadership & Mentorship: Demonstrated ability to guide and mentor less experienced team members, share knowledge, and foster a collaborative environment
• High Autonomy & Proactivity: Operates with significant independence, managing multiple priorities and projects with minimal oversight
• Proactive in identifying potential issues and driving solutions
• Technical Mastery: Advanced proficiency with Microsoft Office Suite and expert-level command of relevant operational systems (e.g., AdvisorComplete®, LaserFiche, Salesforce)
• Client-Centric & Service Excellence: A relentless commitment to delivering exceptional client service and driving operational excellence, coupled with a deep understanding of advisor needs