Client On-Boarding Policy
POLICY STATEMENT
This Client On-Boarding Policy outlines the structured process through which clients are welcomed into the organization and introduced to the services offered. The purpose of this policy is to ensure a smooth, transparent, and efficient onboarding experience that builds trust and establishes long-term professional relationships.
OBJECTIVE
1. To provide a consistent and professional onboarding experience for all clients.
2. To ensure clients understand the services, deliverables, and expectations from the beginning of engagement.
3. To create a transparent framework that enhances trust, accuracy, and client satisfaction.
WHAT IS CLIENT ON-BOARDING & WHY IT IS REQUIRED
Client on-boarding introduces clients to the organization, its services, and working methodologies. It establishes trust, clarifies expectations, and ensures that services are delivered efficiently and consistently. A formal onboarding system ensures every client is introduced to the firm’s processes in a structured, clear, and satisfactory manner.
HOW THE PROCESS BEGINS
The onboarding process begins with an initial interaction with a prospective client. During this discussion, the firm gathers essential information, explains the services, and evaluates the client’s needs. This first meeting helps establish rapport, set expectations, and identify the desired outcomes of the engagement.
ONE POINT OF CONTACT
Once the agreement is finalized and required documents are collected, a dedicated point of contact (POC) is assigned to the client. The POC ensures seamless communication, timely sharing of information, and smooth coordination of all assigned tasks.
A reliable POC strengthens accuracy, reduces miscommunication, and ensures that all information exchanged is actionable and properly recorded for future reference.
CLIENT ON-BOARDING PROCESS
Once the initial meeting concludes, the onboarding process begins. The firm collects essential personal and business information to complete due diligence. This may include bank details, tax information, and other data required to understand the client’s profile. All collected information is reviewed with the client to ensure accuracy and relevance.
AGREEMENT BETWEEN CLIENT AND FIRM
After gathering all details, the next step is drafting the engagement agreement. This includes the scope of services, fees, payment terms, timelines, and responsibilities. The contract ensures both parties clearly understand expectations and deliverables before commencing the engagement.
CHARACTERISTICS OF A RELIABLE POINT OF CONTACT
A dependable POC must be trustworthy, responsible, and consistently accurate in communication. Professionalism, clarity, and timely responsiveness are essential. The POC should maintain concise communication and ensure all client interactions are documented appropriately.
RESPONSIBILITIES OF THE POINT OF CONTACT
The POC must be approachable, quick in addressing queries, and proactive in providing updates. All information shared by the POC should be accurate and properly recorded. Any data received from clients must be validated and documented meticulously to maintain clarity and compliance.
TRAINING AND SUPPORT
The onboarding process also includes assisting the client with understanding applicable policies, procedures, and compliance requirements. Where necessary, training or additional support is provided to ensure the client is fully aligned with the expectations of the engagement.