• Serves as the voice of the customer.
• Proactively collaborates with external clients to understand current and future needs.
• Develops operational client communications and materials in partnership with Marketing and other departments.
• Provides oversight for client communications, audiences, and timing of communications.
• Completes weekly/monthly/annual NPS and CSAT reviews and reporting.
• Communicates client sentiment trends to leadership and provides recommendations for action.
• Assists with management of client facing products and fully understands the end-to-end internal and external customer experiences for the products.
• Leads client focus groups and panels.
• Develops and distributes surveys to clients regarding new products/services or experiences.
• Supports the development and roadmap of internally used products that impact the client experience.
• Assists with the de-escalations of clients as needed to support leadership.
• Fully understands the client lifecycle and identifies client pain points to act as the subject matter expert regarding the ETC client experience.
• Acts as the primary contact for inquiries regarding client facing product features and functionality.
• Stays up to date on new client facing product offerings from other custodians.
• Assists with internal training of new features/functions of client facing products as needed.
• Reviews client feedback (surveys, reviews, complaints) to identify opportunities for improvement for the client facing products.
• Support the Product Management and Strategy department as needed.
• Performs other duties as assigned.

• Minimum 3-5 years of experience in customer service, product management, product marketing.
• Bachelor’s Degree in Business, Finance, Marketing, or related field preferred; relevant work experience considered in lieu of business specific degree.
• Relevant experience related to overseeing/managing elements of client experience.
• Prior experience with Net Promoter Score and Client Satisfaction Score preferred, but not required.

• None Required.

• Intermediate to Advanced level proficiency in Microsoft Office.

• In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:
• Customer Focus.
• Plans & Aligns.
• Optimizes Work Processes.
• Courage.

Equity Trust empowers individual investors and financial professionals by removing the barriers to investment freedom. As an IRS approved custodian, we fulfill the custodial and administrative duties required for each type of investment account our clients hold.With an Equity Trust account, clients have the opportunity to invest in alternative assets such as real estate, precious metals, private equity, and more. Additionally, clients can invest in traditional assets such as stocks and mutual funds – all through a single custodian.As an industry-leading custodian of alternative assets in tax-advantaged accounts, our 45-year* track record of excellence is unmatched in the industry. Equity Trust streamlines the investment experience by offering optimized solutions, processes, and service.As a directed custodian, Equity Trust does not provide tax, legal or investment advice, nor do we offer or sponsor any proprietary investment products.