Client Onboarding Specialist at VANCE WEALTH

Description

Client Onboarding Specialist

Purpose

This role ensures every new client experiences a smooth, confident, and high-touch transition into partnership with Vance Wealth. By guiding clients through every stage of onboarding, the Onboarding Specialist helps create a seamless, welcoming journey that sets the tone for a long-term relationship.

Position Description

At Vance Wealth, we believe the client experience begins long before the first financial plan is delivered. It starts with the first interaction and continues through a thoughtfully designed onboarding journey. The Onboarding Specialist plays a critical, client-facing role in making this journey seamless, professional, and memorable — owning the outcome and ensuring that doing business with Vance Wealth feels easy and enjoyable for every client and prospect.

This position serves as the first point of contact for many new leads, responsible for ensuring every opportunity is welcomed, thoughtfully evaluated, and efficiently guided through the early stages of our client journey. The Onboarding Specialist is a blend of relationship builder, process coordinator, and client advocate, ensuring every interaction reflects our commitment to excellence and care.

This position reports to the Client Service Manager, Robin Strauss, and collaborates closely with the Advisory, Client Service, and Growth teams.

Key Responsibilities

Client Acquisition & Screening

• Serve as the first point of contact for all new leads; conduct initial intake calls and gather essential data to prepare Pink Sheets and complete lead evaluations.
• Manage Leads & Opportunities in Salesforce to ensure timely follow-up, accurate tracking, and visibility for the Growth and Advisory teams.
• Schedule meetings for Advisors throughout the Client Acquisition Process (Introductory, Discovery, and Clarity meetings).
• Follow up with undecided prospects to support next-step decisions in partnership with the Growth team.
• Communicate professionally and effectively in writing, by phone, and in person with clients, prospects, and internal teams.
• Create moments of surprise and delight that affirm the client’s decision to join Vance Wealth.
  
  

Client Onboarding

This phase covers all activities from the initial prospect call through the Service Commitment Meeting.

• Serve as the dedicated concierge for new clients during the onboarding journey, ensuring a high-touch, guided experience.
• Lead and monitor the Client Onboarding workflow in Salesforce, tracking progress and ensuring tasks are completed accurately and on time.
• Coordinate account opening and documentation with Fidelity, ensuring all paperwork is processed correctly and efficiently.
• Collect documents from clients and their Centers of Influence (COIs) as part of the onboarding process.
• Schedule introductory calls between each new client’s Advisory Team and their COIs (CPAs, attorneys, insurance advisors, etc.), ensuring timely coordination and clear communication.
• Does not participate in COI meetings; Advisors own COI engagement.
• Partner with Advisors and Client Service to prepare for and participate in the Service Commitment Meeting, ensuring new clients feel informed, supported, and confident.
• The Service Commitment Meeting marks the formal end of onboarding, after which the client transitions to their Client Service Associate (CSA) for ongoing service.
• Maintain accurate CRM records, including all contact details, relationship links, and professional team connections.
• Advocate internally for clients to ensure a seamless transition from prospect to active client.
• Identify and communicate process bottlenecks or inconsistencies; partner with the Client Service Manager to recommend improvements.
• Support the Director of Coaching & Implementation in maintaining training materials for the onboarding process.
• Facilitate a smooth, documented handoff to the assigned Advisory and Client Service teams once onboarding is complete.
  
  

Operations & Administration

• Document all activities in the firm’s CRM (Salesforce), including tasks, notes, and status updates for Leads, Opportunities, and new clients.
• Maintain accurate client records and custodian settings (Fidelity) during the onboarding phase.
• Support process documentation and system improvements related to client onboarding in collaboration with the Client Service Manager.
• Define and maintain the Perfect Client File, a complete and verified set of client onboarding documents and data ensuring a seamless handoff.
  
  

Core Competencies & Expectations

• Takes initiative and works independently while maintaining strong communication with team members.
• Owns the outcome, taking personal responsibility to ensure each client’s experience and process reaches a successful conclusion.
• Responds promptly to client requests with professionalism and empathy.
• Exhibits strong attention to detail and commitment to accuracy.
• Manages multiple priorities effectively under tight deadlines.
• Displays strong problem-solving and organizational skills.
• Models Vance Wealth’s core values and collaborates effectively across departments.
• Maintains client confidentiality and handles sensitive financial information with discretion.
• Uses high-warmth, high-competence communication. Employs language that is soft on client and prospect ears — making interactions feel simple, manageable, and reassuring. Expresses confidence and empathy in every exchange, helping clients take action easily and feel fully supported throughout the prospect and onboarding process
• Actively anticipates client emotions and questions, ensuring reassurance before uncertainty arises.
  
  

Performance Indicators

• Onboarding completion within established timelines (e.g., 95% within target timeframe).
• Client satisfaction and feedback during the onboarding phase (e.g., 4.5/5 or higher satisfaction rating).
• Accuracy of CRM data and custodian documentation.
• Responsiveness and quality of communication with clients and internal teams.
• Implementation of process improvement recommendations.
• NIGO (Not In Good Order) rate. Reflects accuracy and completeness of account opening and transfer documentation; demonstrates “doing things right the first time.”
  
  

Requirements

Abilities & Competencies

To perform the essential functions of this position, the incumbent regularly employs the following communication and reasoning abilities and competencies:

• Effectively reads and comprehends written English.
• Effectively understands, speaks, and writes English.
• Able to multitask under tight deadlines.
• Actively and attentively listens.
• Thinks through, evaluates, and solves problems logically.
• Organizes work effectively to meet deadlines.
• Attentive to detail.
• Conducts all matters in a professional and courteous manner.
• Collaborates and coordinates with coworkers and other departments.
  
  

Performance of the essential functions involves the following physical and/or sensory abilities:

• Frequently sits, types, and performs desk-based work.
• Frequently uses hands to manipulate equipment and type on a keyboard.
• Frequently communicates by phone and in writing with clients and colleagues.
• Must be able to read and analyze data accurately (with or without corrective aids).
  
  

Note: Duties and tasks are subject to change. Occasionally, additional responsibilities may be assigned to assist with other departments. Flexibility and teamwork are expected.