Onboarding Specialist

About Us

We are a UK-based law firm specialising in residential conveyancing across England. We are committed to delivering an efficient, client-focused service while utilising modern technology and AI-driven systems to streamline the client journey.

Role Overview

We are seeking a proactive and client-focused Onboarding Specialist to join our conveyancing team. The successful candidate will act as a dedicated onboarding agent responsible for guiding clients through the initial stages of the conveyancing process.

The role involves assisting clients with completing online ID verification checks, onboarding documentation, and initial compliance requirements. The candidate will also manage inbound and outbound client communications, provide technical assistance where required, and ensure files are fully prepared for the legal team.

This is a fast-paced role requiring excellent communication skills, strong client management abilities, and confidence in handling technology and online systems.

Key Responsibilities

• Act as the dedicated onboarding agent for new conveyancing clients.
• Assist clients with completing online ID verification and AML documentation.
• Guide clients through all initial onboarding documentation and forms.
• Ensure all required documentation is completed accurately and uploaded to file.
• Answer inbound client calls professionally and efficiently.
• Make outbound calls to clients to obtain outstanding information and documentation.
• Provide updates and support to clients throughout the onboarding process.
• Assist clients with resolving technical and IT-related issues relating to onboarding systems and portals.
• Liaise with internal departments to ensure files are ready for legal progression.
• Maintain accurate records and ensure compliance with internal procedures and regulatory requirements.
• Deliver excellent customer service and maintain strong client relationships.

Requirements:
Required Skills & Experience

Essential Skills

• Excellent spoken and written English.
• Strong client management and customer service skills.
• Confident telephone manner with experience handling inbound and outbound calls.
• Strong sales and relationship-building skills.
• Excellent problem-solving abilities.
• Good understanding of AI tools, online systems, and general IT processes.
• Ability to troubleshoot basic technical issues for clients.
• Strong organisational and administrative skills.
• Ability to work efficiently in a fast-paced environment.
• Attention to detail and accuracy.

Preferred Experience

• Experience working within a law firm or professional services environment.
• Previous experience in conveyancing or legal onboarding.
• Familiarity with CRM systems, online client portals, and digital ID verification platforms.
• Experience handling compliance and onboarding documentation.
• Professional and approachable manner.
• Patient and supportive when assisting clients.
• Self-motivated and proactive.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks simultaneously.
• Team player with a positive attitude.

Benefits:
What We Offer

• Competitive salary based on experience
• Opportunity to work within a growing UK conveyancing law firm.
• Supportive and collaborative working environment.
• Exposure to modern legal technology and AI-driven systems.
• Career progression opportunities.
• Ongoing training and development.