Client Onboarding Specialist

Position: Client Onboarding Specialist

Location: Fully on-site Monday-Friday in Downtown Toronto near Union Station

Compensation: $50,000-$55,000+ perks (3 weeks of vacation, with increases after 2 and 5 years of service, employer-paid benefits, pension plan, team social events)

Type: Full time Permanent

Overview:

As a Client Experience Onboarding Specialist, you’ll be the welcoming face for new clients, guiding them through the onboarding journey and ensuring they start off on the right foot. From the very first call, your goal is to help set them up for long-term success with our company’s services.

Day-to-Day Duties and Responsibilities:

• Act as the main point of contact for newly signed clients, reaching out the same day to conduct welcome calls.
• Schedule all necessary onboarding meetings with relevant team consultants to ensure smooth service delivery.
• Reschedule any missed or outstanding meetings during the onboarding process to keep everything on track.
• Conduct follow-up care calls to collect feedback and ensure client satisfaction.
• Serve as the go-to person for addressing client complaints and identifying retention opportunities.
• Log and acknowledge all client service concerns-both verbal and written-in accordance with established complaint-handling procedures.
• Collaborate with internal teams and clients to thoroughly investigate service issues.
• Prioritize quick and effective resolution of client concerns, always with a focus on satisfaction and retention.
• Handle all client interactions with professionalism, empathy, and courtesy.
• Assess when client concerns need to be escalated to the Collections team and facilitate smooth handovers.
• Refer any potential compliance matters to the Compliance team promptly for review and investigation.
• Complete additional tasks as assigned from time to time.

Education & Experience

• Minimum of 1 year in a client satisfaction, retention, or similar customer-focused role.
• Strong background in client services, escalation handling, and negotiation.
• Experience with Salesforce is an asset.

Work Schedule

• Monday to Friday, with varying shifts depending on business needs. Our typical operating hours are 9:00 AM to 5:30 PM.

What You Bring to the Team

• Excellent communication skills-both written and verbal-focused on delivering an outstanding client experience.
• Detail-oriented and highly organized, with the ability to multitask and manage time in a fast-paced environment.
• Capable of working independently as well as collaboratively within a team.
• Proficient with Microsoft Office, especially Word and Excel.
• Energetic, adaptable, and proactive with a strong “can-do” attitude. You’re self-motivated, solution-focused, and ready to take initiative when needed.

INDCAN

MC49543