Customer Service Onboarding Specialist ( Retirement)

Location: Fully Remote (US)
Schedule: Monday–Friday, 8:00 AM – 5:00 PM (occasional after-hours support as needed)

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.

Work Environment Requirements

• Fully remote position — candidates must maintain a secure, professional home office environment
• Must reside in one of the following states:
  AZ, CA, CO, FL, GA, IA, MD, MI, MN, NC, NY, NJ, OH, PA, SC, TX, UT, LA

Key Responsibilities

Client Communication & Documentation

• Manage outreach campaigns to collect on boarding documentation for capitalization and stock issuance
• Proactively follow up with clients via email, phone, and other channels
• Assist clients in completing on boarding forms accurately and efficiently
• Monitor workflows to ensure timely completion of on-boarding milestones

Stock Issuance & Capitalization

• Perform detailed quality reviews of client documents and capitalization materials
• Calculate and record stock issuance transactions
• Review and verify stock entries for accuracy
• Support retirement plan and personal investment calculations
• 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

What We Offer

• Competitive compensation
• Medical, dental, and vision coverage
• Generous PTO, paid holidays, and floating holidays
• Fully remote work environment
• Professional development opportunities 
• A collaborative, supportive team that values your success