Position: Onboarding Specialist
Type of contract: Independent contractor
Working Hours: US business hours
Salary Range : To be defined depending on the experience

About the company
Our client is a U.S.-based financial services and advisory company that helps small businesses, especially insurance agencies and youth sports organizations—manage and grow their finances.

About the role
The Administrative Onboarding Coordinator plays a critical role in supporting the company's onboarding experience by managing the behind-the-scenes execution that ensures every new client is set up accurately and efficiently.

This role is designed to be less client-facing and more operationally focused, partnering closely with the CX Manager to handle onboarding logistics, follow-ups, and coordination with internal teams and QX.

You will be responsible for keeping onboarding organized, on track, and moving forward—ensuring nothing falls through the cracks while enabling a smooth and professional experience for every new client.

Responsibilities:

Onboarding Operations & Coordination

Manage the onboarding workflow for new clients from kickoff through handoff to Client Advisors
Delight customers with expert guidance and support during our onboarding process
Manage personal workload to deliver high quality work product on time
Maintain accurate onboarding status updates in internal systems (HubSpot, TaxDome, etc.)
Identify delays or blockers and proactively escalate to the CX Manager

Follow-Ups & Meeting Support

Schedule and coordinate onboarding meetings and follow-up calls
Prepare agendas, notes, and action items for onboarding touchpoints
Conduct follow-up meetings with clients to ensure progress, gather missing items, and reinforce next steps
Ensure all post-meeting tasks are documented and completed

Client Communication (Light Touch)

Serve as a point of contact for basic onboarding-related questions and updates
Send reminders, document requests, and status updates to clients
Escalate complex or high-touch client needs to the CX Manager
Maintain a professional, responsive, and organized communication cadence

Administrative & Back-of-House Execution

Manage document collection and ensure all required onboarding materials are received and organized
Maintain onboarding checklists and SOP adherence across all clients
Support voicemail triage and assist with inbound call routing as needed
Assist in maintaining clean and accurate client records across systems
Help improve onboarding workflows by identifying inefficiencies and suggesting process improvements

CX Support & Projects

Support the CX Manager in executing customer experience initiatives and internal projects when volume wanes
Assist with tracking onboarding performance metrics and reporting
Contribute to process documentation and standardization efforts

Success Profile

This role is ideal for someone who:
Thrives in a process-driven, detail-oriented environment
Enjoys managing workflows, timelines, and checklists
Is highly organized and proactive with follow-ups
Communicates clearly and professionally
Enjoys making first impacts for transitions but does not need to own client relationships

Requirements:

1–3 years of experience in an administrative, operations, or coordinator role
An exemplary teammate who takes pride in their work, maintains a professional presence, and is willing to wear multiple hats
Strong organizational and time management skills, with the ability to manage multiple workflows and meet deadlines
High attention to detail and ability to keep systems, data, and processes clean and accurate
Excellent communication skills (written and verbal) with a strong ability to build relationships
Strong problem-solving skills with a systems-thinking mindset and ability to work independently
Ability to follow structured processes while identifying opportunities for improvement
Passion for customer onboarding or customer success, with a willingness to go the extra mile for clients
Comfortable working across multiple systems and coordinating across teams
Solid understanding of accounting principles and financial statements is a plus
Experience in onboarding, customer operations, or accounting-related environments is a plus

Compensation & Structure

Target Salary Range: TBD, based on experience
Reports to: CX Manager
Works closely with: Onboarding Accounting Team, Client Advisors, and internal teams

Onboarding Specialist - 58048990755