Client Onboarding Specialist

7 days ago

Vancouver, British Columbia, Canada Bench Accounting Full time

What's Bench? Check us out in Medium, Betakit, Financial Post, our Instagram, and our Life at Bench Blog.

  • We acknowledge that Bench headquarters is located on the traditional, ancestral, and unceded territory of the Coast Salish Peoples, including the territories of the xwməθkwəy̓əm (Musqueam), Skwxwú7mesh _(Squamish), and Səl̓ílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations._


Businesses need to understand their financial performance, but for many smaller ones, this means a trade-off between managing their books and running their businesses.


Our mission is to help every business owner thrive, by providing financial insight and peace of mind in one seamless platform_._ From creatives to chiropractors, Bench helps thousands of small business owners and entrepreneurs master their financial lives.


Because understanding your finances should be three things:
simple, effortless, and affordable.

We're growing fast, and we're looking for exceptional people to join us on this incredible journey. Check out our culture guide to learn more about what it's like to work at Bench and read more about our business here

What does the Retro team look like?
Are you passionate about providing an excellent customer experience and love problem solving? Do you enjoy challenging how we currently do things and experimenting with what can be done better? Being a member of the Retro Onboarding team is a unique challenge, which calls for exceptional team members


Our team is laser focused on customer experience and ensuring customers are set up for success for their time with Retro as well as long-term with Bench.

You'll be a key part in defining the optimal onboarding experience for large scope customers who have gotten behind on their bookkeeping, collaborating on new initiatives, as well as directly contributing to Bench's profitability goals through your impact.


What you'll get up to:

  • The majority of your time will be spent working with past, present, and new retro clients to engage them in the process of collecting and verifying their historical documentation for their catch up bookkeeping ((clients who have fallen behind on Bookkeeping by 2+ years)
  • Partnering with customers to facilitate the document collection process for small business owners while solutioning issues such as closed accounts, third party access troubleshooting, and the organization and auditing of documents.
  • When needed to support your customers, reaching out and troubleshooting with banking institutions, merchants, payroll, loan providers on how we can better integrate/ collect documents.
  • Proactively reducing customer churn during the onboarding experience by supporting the client in all things customer onboarding(s), driving product adoption for various platforms and helping clients to become familiar with our platform and services
  • Continually experimenting with ways to improve our processes, procedures, and service offerings.
  • Collaborating across teams to improve processes you will be a key player in ensuring a timely and organized Retro experience.

What you'll need:

  • You're not satisfied with "good enough", and nothing that needs fixing is just someone else's job. You love to experiment, try new things, and drive improvement within your own team, or across the wider organization.
  • You're a resilient, strong individual performer who is energized by meeting individual and team targets and contributing to the team's success.
  • Confident presence on the phone and strong communication skills.
  • You use your critical thinking skills to assess a problem against possible solutions and act quickly in the interest of your customer
  • Comfortable holding multiple calls each day, with a variety of business owners each with unique requirements and support needs
  • Talented multi tasker: holding a conversation, taking notes over the phone, navigating apps and sites to gather docs and accessing time sensitive information.
  • You have an attitude that welcomes constant feedback, both giving and receiving. This is a role that requires you to be open to ambiguity, change, and experimentation.
  • Are excited about owning a client's experience at Bench, and the responsibility that comes with it.
  • 2+ years experience in a customer facing role

What you'll get:

  • At Bench we share information freely and openly whenever possible. The OTE for this role is $50,500_, _with a component of these earnings made up of variable pay.
  • In addition, we offer an extended benefits package that includes paid vacation, paid flex days, and full health, dental, and vision.
  • You'll get unlimited access to Bravely, our confidential, ondemand, 1:1 professional coaching service, and access to Inkblot Therapy, our virtual counselling service to support mental wellbeing and coaching for many of life's challenges.
  • You will have the support of your manager, and the opportunity to learn and develop with a team of unconventional & diverse Benchmat

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