Onboarding Coordinator

  • Guideline
  • San Mateo, CA, USA
  • Sep 13, 2018
Full time Customer Service

Job Description

At Guideline, we’re helping Americans save for a better future. Guideline is the only 401(k) provider with a fee-free, full-stack 401(k) offering that automates plan administration and compliance with a platform that directly integrates with many of the most popular payroll providers. 
By building transparent and first-of-its-kind software, the Guideline team is combatting what’s unfortunately become the retirement industry status quo -- legacy providers have put profit over the interests of employees, abandoning the goal of the programs in the first place: to give employees the opportunity to save as much as possible for retirement. 
With over 3,000 clients and hundreds of millions of dollars in assets under management, in just a couple years of operations, we’re well on our way to making smart retirement planning easy for everyone. 

Job Description
Guideline is seeking an Onboarding Coordinator to assist with a portfolio of clients ranging from small business owners to C-level executives. This individual, who will report to Guideline’s Director of Client Development, will quickly become an expert on Guideline’s suite of products so you can clearly explain the value of what we provide to organizations of all kinds. 
Our ideal candidate is a collaborative self-starter who has a proven track record of success in client-facing environments. You’ll need to think on your feet while using your strong communication, listening, and problem-solving skills. A high level of attention to detail and a passion for providing a true white glove client experience are a must.
This is an great opportunity for a recent college graduate to grow alongside a fast-paced startup.  


  • Support value-based relationships with Guideline’s clients through phone calls and email
  • Assist with onboarding, educational and client development efforts
  • Work collaboratively and cohesively with Operations and Customer Success
  • Aggregate feedback and recommendations from clients to design and inform new features and capabilities
  • Help team members follow up with their daily tasks 
  • Support documentation of activities and correspondence
  • Assist in keeping tools, systems and reports updated
  • Other duties as assigned
  • East Coast hours may be required


  • 1-2 years of work experience; client-facing experience a plus
  • Results-driven with exemplary phone, listening, and writing skills
  • Organized with strong attention to detail 
  • Adaptable with the ability to pick up new technologies, assess situations quickly, and look for smarter, better ways to achieve goals
  • Creative and analytical problem-solving skills
  • Demonstrated strong verbal and written communication
  • Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
  • Enthusiastic and high energy, but also poised, confident and extremely professional
  • Bachelor’s degree preferred or equivalent field-related experience
  • Ability to pass a background and credit check for employment