At ESI, our goal is to ensure that you and your clients receive high-quality, timely support—every call, every time. As we move into the 4th quarter, and business activity increases, we want to provide transparency into our inbound call handling experience.
Our Support Line (800-344-7437) connects callers directly with ESI specialists best equipped to assist. Whether you’re reaching out on behalf of your business or referring a client, our goal is to deliver fast, accurate help from the right resource—without delay or misdirection.
To meet that standard, we support two call-handling experiences designed to match the nature of the inquiry: Live Hold and Voicemail Callback.
This Quick Reference Guide helps you and your team direct calls to the right area the first time—ensuring faster resolutions and fewer handoffs.
Two Call Experiences – What You Can Expect
- Live Hold (No Voicemail Option)
Calls related to NFS custody, trading, or platform access are routed to teams that provide immediate, live support. If all associates are assisting other callers, you or your clients will be placed on hold until the next available associate is free. Voicemail is not used on these lines.
Live Hold Applies To:
- NFS Brokerage Account Service (Clients and Financial Professionals)
- Illuminations Account Service (Clients and Financial Professionals)
- Wealthscape Investor Support (Client Access)
- Trading on NFS Brokerage Accounts (Clients and Financial Professionals, 9:30 a.m. – 4:00 p.m. ET)
This approach ensures that time-sensitive or market-related requests are always handled live.
- Voicemail Callback (When All Lines Are Busy)
While we strive to answer every call live, some inquiries may route to voicemail when lines are busy. This ensures that your request is captured and routed to the appropriate expert without the need to wait on hold.
Voicemail messages are typically returned within two hours—and often much sooner.
Voicemail Applies To:
- Direct Business Account Service (Mutual Fund, Annuity, Advisory – Financial Professionals)
- Docupace Workflow and Technology Support
- Suitability Team Inquiries
- Licensing & Contracting
- Compensation
- General Client Service (Privacy Mailings or Other Correspondence)
- New Reps or General Support
When leaving a voicemail, please include your name, rep code, Work Item (if applicable), and details about your inquiry. This information is really valuable and helps us return your call prepared and ready to assist.
How the Technology Supports You
Our call platform automatically routes voicemails to the appropriate subject matter expert. As soon as a specialist completes their current call, the next voicemail is queued for immediate follow-up.
This ensures that voicemails are never missed, never lost, and always returned in order.
Our Commitment to You—and Your Clients
Whether you’re connected live or receive a callback, the experience is built on the same foundation: Dedicated, accurate, and personalized support, provided by the right expert.
At ESI, relationships matter! We’re proud to support you and your clients with the excellence, consistency, and care you expect.
