Client Experience Onboarding Specialist

Client Experience Onboarding Specialist

We are seeking a customer-focused Client Experience & Onboarding Specialist to oversee the onboarding experience for new clients and serve as a primary point of contact for ongoing client inquiries, concerns, and retention matters.

In this role, you will be responsible for welcoming new clients, guiding them through the onboarding process, coordinating service appointments, and ensuring they receive a seamless and positive experience from the outset. You will also manage client concerns and service-related escalations, identifying appropriate solutions to maintain client satisfaction and strengthen long-term relationships.

Working closely with internal departments and service consultants, you will play an important role in delivering exceptional client experiences, supporting retention, and ensuring clients receive maximum value from the services provided.

Work environment: Full-time in Office in Downtown Toronto off of King and Union station

Work hours: Monday – Friday 12:00 – 8:30 pm EST

Key Responsibilities

• Contact newly signed clients, ideally within the same business day, to conduct welcome calls and introduce them to the organization’s services and onboarding process.
• Provide a personalized onboarding experience for VIP clients, ensuring they receive prompt attention and a high level of service.
• Act as a primary point of contact for client inquiries, concerns, service issues, and retention-related matters.
• Build strong client relationships by understanding individual needs, addressing concerns, and providing effective solutions.
• Coordinate and schedule onboarding appointments with internal consultants and relevant service teams to ensure all required services are arranged.
• Monitor outstanding and missed appointments, proactively following up and rescheduling meetings to ensure onboarding requirements are completed.
• Conduct follow-up calls to gather client feedback, assess satisfaction, and identify opportunities to improve the overall client experience.
• Document and acknowledge all verbal and written client complaints in accordance with established complaint-handling procedures.
• Assess client service concerns and determine when matters require escalation or referral to the Collections department, ensuring an appropriate handover.
• Identify and promptly escalate potential compliance-related concerns to the Compliance team for further review and investigation.
• Complete administrative responsibilities, including onboarding progress reports, tracking outstanding activities, maintaining accurate records, and supporting departmental initiatives.
• Collaborate with internal teams to ensure timely resolution of client concerns and consistent service delivery.

Additional responsibilities may be assigned as required to support evolving departmental needs and overall business objectives.

Qualifications & Experience

• Minimum of 1 year of experience in a client services, customer experience, client retention, or customer satisfaction role.
• Previous experience managing client relationships, handling negotiations, and resolving escalated customer concerns.
• Strong understanding of client service practices, complaint resolution, and customer retention strategies.
• Experience using Salesforce or a similar CRM platform is considered an asset.
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.

Skills & Competencies

• Exceptional verbal and written communication skills, with a strong commitment to delivering outstanding customer service.
• Strong interpersonal and relationship-building abilities, with a client-first approach.
• Excellent organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
• Proactive and solutions-oriented, with the ability to independently assess situations and resolve client concerns.
• Comfortable managing sensitive conversations, service escalations, and challenging client interactions.
• Ability to work independently while contributing effectively as part of a collaborative team.
• Adaptable, enthusiastic, and professional, with the ability to remain composed under pressure.

Work Schedule

• Monday to Friday, with shifts varying based on business requirements.
• The primary schedule for this position is 12:00 PM – 8:30 PM.

Perks and Benefits

• Paid day off on your birthday
• 3 weeks vacation
• Enhanced health and dental benefits
• Registered Retirement Savings Plan (RRSP) matching program
• Prime downtown location near Union Station
• Increased vacation entitlement after 2 and 5 years of service