processor

customer service representative

operations associate

onboarding manager

relationship manager

Equity Trust Company

This company is mid at best. There are a lot of customer complaints about slow response times or things being done incorrectly (which both do happen frequently, unfortunately). Training is not great, very confusing. There is a ton of information to remember or that you come across with no real resource to refer to for help. The favorite game is played throughout, and it is easy to get away with not doing well. The turnover is extremely high from what I’ve noticed – probably due to the overwhelming information you are expected to take in as if learning all things retirement accounts is easy to digest. It is hard to use the word management when referring to management. Questions or complaints don’t get answered, which just adds to the frustration. It feels like a “sink or swim” type of environment. Processes don’t quite make sense, but feedback is never asked for. As most companies lately, WFH options for most departments were recently reduced to maximum 2 days at home to “help culture”. Culture does need help but working in the office more will not fix that. You work side by side people every day and never speak to them. Almost cliquish? Unfortunately, I could go on and on about the not great things here. This place has a lot of potential if they actually wanted to hear the hard truth about how unhappy or unrealistic expectations are.

On the positive side, the work life balance is great. Depending on the department, most hours are the standard 40 hours a week with no required overtime. 9 holidays + 1 personal day (Memorial Day and Juneteenth are not observed but Good Friday is?)  Insurance is on the more expensive side but there are other small added benefits which are a nice plus, access to the meditating app, Calm, discounts to GrubHub, and a dry-cleaning service, etc. 


As a Precious Metals Institutional Services Processor, I am continually challenged to innovate, grow, and develop professionally.  The workload is fast-paced and exciting; but it is not overwhelming - due to the spirit of cooperation that exists within our team.  

Management cultivated an environment that encourages us to truly be invested in the success of our colleagues.  Disciplinary cross-training has been instrumental in our ability to achieve ground-breaking results within our organization.

Management is proficient, yet relaxed and accessible.  For example, our executive board members offer a unique series of events called Executive Coffee Talks and Lunch & Learns.  The events provide an informal setting to interact with the decision-makers of the organization.  I can honestly say that the series is in stark contrast to what I was accustomed to during my 20 years of federal service for the U.S. Department of Labor.  It is what makes Equity a dynamic company.

Equity has been a friendly, inclusive, fun work environment that has great people from a variety of different backgrounds.  Additionally, social organizations like the Friendship Club allow me to participate in events that have a positive impact within communities in the Greater Cleveland area - through volunteering.

Every organization has its challenges, but my overall experience at Equity has been extremely rewarding!


The company truly embraces innovation from team members of all levels. New ideas and process improvements are encouraged and welcomed. There are lots of development opportunities for those who wish to take them. Associates are encouraged to explore career opportunities vertically and laterally within the company. Leadership also embraces the well-being of its associates - they make decisions based on what's best for the associates and provide lots of health-related events/programs/offerings. The overall culture is pretty casual/comfortable - jeans are allowed, people are all really nice, free coffee/tea in the cafe for breaks, etc. They also try to do some fun all-associate social events each year like patio parties/cookouts, sporting events, Corporate Challenge, food truck days, and lots of volunteer opportunities (you get PTO for volunteer work each year too). My only complaint after working here for over three years is the parental leave policy. If the company wants to remain competitive for top talent, they should really consider offering company-paid maternity/paternity leave beyond the minimum FMLA/short-term disability. For as much as the company and its leadership embraces family and work-life balance, I should think they would want to offer this benefit.

The training does not prepare you for the floor. The expectations are very intricate, lengthy and convoluted yet training was very informal and rushed. We were on the phones within 2 weeks of training and were ill prepared. Half the class has already left. It was very apparent why they continue to have countless training classes one after another. Tech issues were plentiful and they seemed ill prepared to handle tech issues when they happened.

Calls are back-to-back all day every day and you are expected to navigate multiple dated systems and screens and carry out their confusing, convoluted, and lengthy processes. There were eight different systems to navigate in total. There is too much admin/wrap up work behind the scenes on top of answering phones. You also have to do many follow ups, so there are many inbound and outbound calls all day, there will be no downtime.

The pay does not match the job duties, metrics, and expectations. Pay is $19 an hour non-negotiable. I have learned that similar jobs with their competitors is paying $24 an hour.

No one is scheduled on weekends or holidays, however, the days around those days are hard to get approved off and you will get denied. You will get occurrence and will not get paid for holidays and cannot use PTO to cover those days. Those days will be unpaid.

nice modern building and amenities, comfortable environment, offered a lot of perks and great benefits, however you'll be lucky if you ever get a chance to even enjoy them. worked here during the entire covid pandemic, work from home options were available, work load is huge and there is no work-life balance whatsoever, productivity expectations are extreme and nearly unattainable, creates disappointing morale and loss of motivation, leader/management turnover is high causing frequent changes in work processes and is difficult to keep up with, although if you work hard - there are small annual bonuses/raises that is a good incentive if you like that type of work and work environment, the hourly pay is horrible, but there's lots of overtime available to potentially earn more - which makes it difficult to have a work-life balance

A slow-moving bureaucracy that drains talent and motivation. Externally, the company markets itself as mission-driven, but internally it is defined by outdated systems, excessive process, and leaders who acknowledge problems without fixing them. Simple tasks become exhausting due to endless handoffs, unclear ownership, and tools that feel years behind. Employees are expected to compensate with sheer effort, leading to burnout that is quietly normalized.
Feedback flows one way, accountability flows downward, and real improvements rarely materialize. Questioning inefficiency is labeled negativity, while endurance is rewarded over results. Good people cycle through, disengage, or leave, creating constant churn and knowledge loss.
If you value speed, ownership, and growth, avoid this place. Stability exists, but it comes at the expense of morale, development, and pride in your work. Pros: Paycheck is predictable. Cons: Everything else moves slowly, breaks often, and rarely improves. Expect frustration, fatigue, and limited career momentum long-term. Here. Period.

I worked here for over 6 years. There were times that I was very unhappy but I've come to realize it was almost always because of one manager/supervisor and most of the time, that one person was just not listening to their employees. There was a lot of turnover in management and every time someone new came in, the things they changed were usually completely unnecessary. We are in the weeds, doing the work everyday - managers (especially ones who have never done the grunt work)  should take heed of their employees opinions before implementing change. The company itself is just like many others - they do offer perks which is nice but it feels a little like they offer these things for show. For example, there is an on-site gym but there are only 10 treadmills/ellipticals for over 400 employees. The pay is also not very good for what is expected of the positions I have had. That being said, there were also times where I was happy here. The people you work with are amazing, helpful, and make the day fly by. I will also say, most of the time, there is a lot of advancement in the operations part of the business. They don't tend to hold people back if they want to expand their horizons and learn a new department. They will even do shadowing if asked.

I feel so lucky to work for a company like Equity Trust.  
When a problem comes along our teams work together to game plan and find solutions for both clients and staff. When their volume of clients and calls increased, they branched out and I was hired as their first fully remote worker for the Client Service  Team in 2022. 
They provided on the job training and promote growth from within. With my training, hard work, and personal development, I earned a new position and was promoted to my new role in July of 2024 with our BPAD Team. 
My leadership is so supportive, training has continued, my colleague has taken me under her wing and my new team welcomed me like family. Not to mention the incentives and perks for on site employees. 
I am so thankful to for this opportunity and hope to continue to grow with my work family ☺️. 

Equity Trust has a lot to offer if you are looking for an entry level job to develop your skills and move on. They really try to ensure you have fun at what you do and they are really pushing the dial for improving quality.
 
Ultimately, they are severely lacking in ways that are unsustainable. Internal positions are almost always filled by friends of the hiring leadership; this causes major weakness in management skills at every level. On manager might let people do whatever as long as the job gets done while another will micromanage the joy out of the job. Employees in the same department can be treated very differently and HR doesn't blink. The compensation is below industry average and they are always promising training but all they offer are soft skills and classes on how to get along with each other instead of how to do your job.

I started working at Equity Trust within the last year and I am quite happy with my decision to work there. Equity Trust creates a positive workspace where employees are encouraged to get to know each other on a personal level and collaborate on a professional level. Also, the company is consistently hitting their goals and creating new opportunities for the employees to grow in their current roles, explore new roles, or work their way up the ladder. I see myself working at Equity Trust for a long time because of the company's core values and the opportunities for career growth. I also have referred in multiple other employees that are happy they made the jump as well. Overall, great experience!

Top Job Titles	Average Salary
Processor 3 salaries reported	$18.50 per hour
Customer service representative 4 salaries reported	$20.25 per hour
Operations associate 3 salaries reported	$20.33 per hour
Onboarding manager 3 salaries reported	$25.17 per hour
Relationship manager 3 salaries reported	$62,500 per year

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