Client Onboarding Specialist

We are looking for a Client Onboarding Specialist to support new clients as they move through the account setup and funding journey. In this role, you will deliver a smooth, well-organized onboarding experience by answering process questions, coordinating key touchpoints, and ensuring documentation is complete and accurate. The ideal candidate brings a service-focused approach, strong attention to detail, and the ability to work across teams while handling sensitive financial information with care.

Responsibilities:

• Lead clients through available account funding methods, including cash deposits, contributions, rollovers, and in-kind transfers, while clearly explaining required paperwork and next steps without offering tax, legal, or investment guidance.
• Manage scheduled onboarding conversations from the initial welcome call through the transition to the service team, including portal orientation, security guidance, investment process education, reporting overviews, progress reviews, and final handoff coordination.
• Examine submitted forms and supporting documents for completeness and accuracy, and follow up promptly to obtain any outstanding beneficiary or account information.
• Maintain precise client data in HubSpot and verify that call activity is properly captured through Talkdesk for reliable recordkeeping.
• Take immediate ownership of company-related service issues by communicating with clients the same day, documenting the matter, and setting clear expectations for resolution.
• Conduct client check-ins tied to onboarding quality and satisfaction, then escalate concerns or complete follow-up actions according to established service standards.
• Apply approved discretion for fees and processing decisions when appropriate, and direct sales-related account matters through the correct internal channels.
• Collaborate with Sales, Relationship Management, Operations, Marketing, Technology, Product, and Compliance to improve the client experience and recommend workflow enhancements as manual processes become more automated.
• Use AI-enabled and productivity tools responsibly to improve efficiency, protect regulated information, and share effective practices that strengthen team performance.
• High school diploma or equivalent required; an associate or bachelor's degree in business, finance, or a related field is preferred.
• Practical experience with AI tools such as Claude, Co-Pilot, Gemini, or ChatGPT.
• At least 1-2 years of experience in financial services, client onboarding, customer success, or a comparable client-facing support role.
• Familiarity with retirement account types such as Traditional IRA and Roth IRA, along with a practical understanding of account funding workflows.
• Strong organizational skills and close attention to detail, with the judgment needed to manage confidential and sensitive information appropriately.
• Effective verbal and written communication skills, including experience handling phone-based and email-based client interactions.
• Proficiency with customer relationship management and communication platforms such as HubSpot and Talkdesk, plus confidence working across multiple browser-based systems.
• A proactive, client-centered mindset with the ability to support retention and relationship-building while staying within compliance boundaries and avoiding investment advice.

This role is 100% remote for applicants in Central or Pacific Standard Time. Scheulde is Monday-Friday 8:00am-5:00pm CST/PST.