Customer Service Onboarding Specialist ( Retirement)

About the role

We are seeking a highly organized and detail-oriented Retirement Plan Customer Service Onboarding Specialist to support our ROBS (Rollover as Business Start-Up) on-boarding process. This role plays a critical part in delivering a smooth and compliant on-boarding experience for our clients by coordinating communications, reviewing documentation, supporting stock issuance activities, and assisting with SBA lender requirements. This position is ideal for someone who thrives in a fast-paced environment, enjoys working directly with clients, and has a strong eye for accuracy and process management.

Key Responsibilities

• Manage outreach campaigns to collect onboarding documentation for capitalization and stock issuance
• Proactively follow up with clients via email, phone, and other channels
• Assist clients in completing onboarding forms accurately and efficiently
• Monitor workflows to ensure timely completion of on-boarding milestones
• Perform detailed quality reviews of client documents and capitalization materials
• Calculate and record stock issuance transactions
• Review and verify stock entries for accuracy
• Coordinate with third-party valuation providers for required appraisals
• Maintain reporting related to initial appraisals
• SBA Lender Support
• Prepare complete and accurate documentation packages for SBA lenders
• Respond to lender and internal team inquiries
• Ensure all materials meet quality and timing standards
• Data Management & Quality Assurance
• Maintain accurate client records across systems
• Organize and store documentation in designated repositories
• Identify and resolve discrepancies or missing information
• Review retirement plan documentation and coordinate corrections as needed

General Responsibilities

• Manage multiple client files and deadlines simultaneously
• Exercise sound judgment when reviewing documentation
• Maintain confidentiality of sensitive client information
• Support ongoing projects and process improvements

Required Skills & Experience

• Strong attention to detail and organizational skills
• Excellent written and verbal communication abilities
• Ability to manage multiple priorities in a fast-paced environment
• Client-focused mindset with strong customer service skills
• Experience reviewing documentation for completeness and accuracy
• Proficiency in Microsoft Office and business systems
• Strong critical thinking and problem-solving skills
• Ability to work independently and collaboratively
• High level of discretion when handling sensitive data

Preferred Qualifications

• Associate’s or Bachelor’s degree in Business, Finance, Accounting, or related field (or equivalent experience)
• Experience in financial services, on-boarding, retirement plans, banking, or lending support
• Familiarity with ROBS structures, stock issuance, or SBA documentation
• Experience with CRM or document management systems