Administrative Onboarding Associate

Description

The Onboarding Associate provides administrative and operational support to the Onboarding Specialist throughout the client onboarding process. This role is responsible for collecting, organizing, tracking, and maintaining client documentation and records, while helping ensure required information is received, accurately recorded, routed appropriately, and followed through to completion.

Working closely with the Onboarding Specialist, the Associate helps coordinate documentation related to client, legal, compliance, asset, tax, investment, and administrative requirements. The role serves as a key point to operational coordination, helping create a consistent and organized onboarding experience for clients, attorneys, advisors, and internal teams.

This is a highly hands-on role requiring exceptional attention to detail, organization, persistence, and follow-through. The successful candidate will be comfortable working from detailed checklists, following up regularly on outstanding information, maintaining accurate records, and managing many small but important tasks through completion.

• Documentation collection & tracking
  • Collect and organize required onboarding documentation from clients, attorneys, financial advisors, and other external parties.
  • Provide clear documentation requirements and outstanding-item lists, and conduct routine follow-up on missing, incomplete, inconsistent, or outdated information.
  • Review incoming documentation for completeness against established onboarding requirements and checklists, escalating questions or deficiencies to the Onboarding Specialist as appropriate.
  • Maintain accurate tracking of outstanding documents, responsible parties, due dates, exceptions, and next steps.
  • Ensure documentation and supporting information are appropriately names, organized, stored, and accessible within Northwest Trustee systems and Box.
  • Escalate unresolved documentation gaps, delays, or non-routine issues to the Onboarding Specialist.
• Client, Attorney, & Advisor Communication
  • Serve as a routine operational contact for onboarding documentation once introduced to the client relationship.
  • Communicate clearly and professionally with clients, attorneys, advisors, and other parties regarding documentation requests, instructions, outstanding items, and submission requirements.
  • Coordinate documentation requests with the Onboarding Specialist and internal teams to help provide a consistent experience and minimize unnecessary or duplicative requests.
  • Provide timely and professional follow-up on outstanding information to help keep onboarding activities moving forward.
• Systems, Records, & Workflow Support
  • Maintain accurate onboarding information, documentation, tasks, and status updates in Wealth Hub/Salesforce, Box, and other Northwest Trustee systems.
  • Enter and verify client contact, account, and asset information needed to support the onboarding process and current/future teams.
  • Ensure documentation received outside designated systems is transferred, organized, and stored within the appropriate client record.
  • Prepare routine status updates for the Onboarding Specialist identifying completed items, outstanding requirements, follow-up activity, and next steps.
  • Monitor assigned onboarding tasks and follow through on routine action items to support timely completion.
  • Escalate client concerns, documentation deficiencies, unusual circumstances, delays, and other non-routine matters to the Onboarding Specialist.

• 2+ years of customer service, administrative, operations, or related professional experience.
• Strong written and verbal communication skills, with the ability to communicate professionally with clients, attorneys, financial advisors, and internal team members.
• Exceptional attention to detail and a demonstrated commitment to accuracy and completeness.
• Strong organizational and task-management skills, with the ability to manage multiple priorities and outstanding items simultaneously.
• Comfortable working within CRM, workflow, document-management, and other business systems to maintain accurate records and documentation.
• Demonstrated ability to follow established processes, procedures, and detailed checklists while consistently following tasks through to completion.
• Self-motivated and persistent in following up on outstanding information and keeping assigned work moving forward.
• Ability to work independently on routine responsibilities while collaborating effectively across teams and…