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.

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.

• 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.

• 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.

• 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.
• Defi…