Onboarding Coordinator

📋 Description

• • Be the first impression that sets 31,300+ families on a confident path to financial clarity. As Mercer Advisors’ Onboarding Coordinator, you orchestrate the critical first 90 days of a client’s journey—transforming signed paperwork into a seamless, white-glove experience that earns lifelong trust.
• • Own the end-to-end onboarding pipeline for new wealth-management clients nationwide. From the moment a prospect becomes a client, you quarterback every detail: data gathering, document collection, custodial account setup, technology provisioning, and hand-off to the dedicated advisory team.
• • Build and refine repeatable, scalable processes that shrink average onboarding time while elevating Net Promoter Scores. You’ll map current workflows, identify friction points, and implement automation or outsourcing solutions that let advisors spend more time advising and less time chasing signatures.
• • Serve as the primary point of contact for new clients during their transition. Through scheduled welcome calls, proactive email sequences, and real-time chat, you answer questions, calm anxieties, and celebrate milestones—turning nervous newcomers into enthusiastic advocates.
• • Partner daily with Financial Advisors, Portfolio Managers, Tax Planners, Insurance Specialists, and Estate Attorneys to ensure every required document is accurate, complete, and compliant. Your eagle eye for detail prevents costly re-work and keeps fiduciary standards rock-solid.
• • Leverage Salesforce, DocuSign, Orion, Tamarac, and other fintech tools to create dashboards that track onboarding status in real time. You’ll flag at-risk accounts, escalate blockers, and generate weekly executive summaries that keep leadership informed and clients delighted.
• • Design and maintain a resource library—checklists, FAQ videos, and interactive guides—that empowers clients to self-serve while still feeling personally supported. You’ll measure engagement analytics to refine content and ensure it stays current with regulatory changes.
• • Champion a culture of continuous improvement. After each cohort of onboardings, you’ll facilitate retrospectives, gather feedback from clients and internal teams, and iterate on playbooks so that next quarter’s experience is even smoother.
• • Act as compliance guardian, ensuring all new accounts meet SEC, state, and custodian requirements. You’ll stay ahead of evolving regulations, update disclosure packets, and coordinate with Legal & Risk to close any gaps before they become audit findings.
• • Contribute to firm-wide initiatives such as diversity-investing programs, ESG onboarding tracks, or next-generation client portals. Your voice influences product roadmaps and shapes how Mercer Advisors scales from 90 cities to nationwide ubiquity.
• • Celebrate wins loudly. Whether it’s a handwritten thank-you note from a client or a 30% reduction in onboarding cycle time, you’ll share success stories in Slack, town halls, and the company newsletter—fueling a culture that values both heart and hustle.