We consider ourselves to be the industry’s premier portfolio accounting service provider, and we put an emphasis on service to our advisors. We are committed to providing accurate, timely data; prompt and honest accountability; in-depth and end-to-end training for all advisors; and maximizing our advisors’ investment in Orion by becoming an extension of their business.
How We Relate to Advisors
Our Data Analysts reconcile data to custodial reports Monday through Saturday, so your data is always up-to-date and ready for reporting.
Our App Experts work together on Expert Teams to manage our many apps and provide you with direct email, phone, or online chat support. We have Expert Teams in:
- Market Data
Market Data Analysts
Our work doesn’t stop with data reconciliation. Our Market Data Analysts perform reviews on cost basis, products, prices, and corporate actions to help make sure all the critical reporting you need is accurate.
Second-to-None Service Standards
Each time a phone call, email, or chat is received a corresponding case is created. We commit ourselves to giving each case a response within two hours of its original receipt. Although some items cannot be fully resolved in that short timeframe, we follow up and provide completion ETAs, whenever possible. Each team reviews outstanding cases daily in a team huddle.
Our processes, procedures, and controls are SSAE 18 Type II audited, giving you the comfort and confidence that we run a tight ship — both from an operational control perspective as well as IT general controls. Completion of an SSAE 18 Type II exam is performed by an independent accounting/auditing firm.
Our offices span the country in New York, Omaha, and Seattle.
Our Expert Teams are available from 6AM-6PM ET, Monday through Friday.
When it comes to supporting advisors, we’re open-handed. We offer every advisor who works with us access to Ascent, a self-guided training system to help them become experts in their own right.
Fully Dedicated to Support
Over 80% of our staff is dedicated to advisor service and support
The App Expert experience model was built in response to the needs of our advisors so we could provide them with what they need most: faster access to accurate information.
All new team members are Orion Series 65 certified* and every support contact is dedicated to providing your firm with the level of service you need to support your growth.
Sending email and waiting for a response sometimes isn’t the fastest way to get an answer. While some portfolio accounting providers only work through email cases, we give direct access by phone or online chat to our App Experts, so you have more ways to get a resolution when you need it.
Direct access allows for faster responses because we eliminate the middleman of a general account representative.
Expert teams allow us to go deeper with you to meet your needs by:
- Sharing our best practices with you
- Speeding up knowledge transfer for our new employees and allowing them to become an expert in one area instead of a generalist in all areas
*Participants in the Orion Series 65 training studied and were tested over concepts found on the North American Securities Administrators Association (NASAA) Investment Advisors Law Examination (also known as the Series 65) administered by the Financial Industry Regulatory Authority. Completion of the Orion Series 65 training does not include or imply passage of the NASAA Series 65.