Client Onboarding SOP

graph LR
  A[Intake Complete] --> B[Create LACRM Record]
  B --> C[Send Welcome Packet]
  C --> D[Kickoff Call]
  D --> E[Portal Provisioning]
  E --> F[Archive Documents]

1 Purpose

Provide a frictionless client onboarding experience while capturing every compliance artifact.

2 Triggers

Signed advisory agreement received.
Initial deposit scheduled or ACAT initiated.

3 Inputs

Completed intake questionnaire.
KYC documents (ID, proof of address).
Advisor handoff email with client context.

4 Steps

Create client record in LACRM using onboarding template.
Issue welcome email via Buttondown with secure document upload links.
Schedule kickoff call using Calendly template and confirm participants.
Provision client portal access and verify MFA enrollment.
File onboarding transcript and documents to S3 under /clients/<client-id>/onboarding/.

5 Exceptions

Missing KYC: pause onboarding and notify advisor within 1 business day.
Client delay: set CRM follow-up for 5 business days and alert advisor.

6 Owner Handoffs

Client Experience → Advisor once portal access verified.
Client Experience → Compliance if KYC pending beyond 7 days.

7 SLAs

Initial outreach within 4 business hours.
Portal provisioned within 2 business days.

8 Controls

Dual review of KYC package.
Automated audit log for portal creation.

9 Audit Artifacts

Welcome email archived in Buttondown.
Portal provisioning log exported to CSV.
CRM onboarding checklist completion report.

10 Vendor Nuances

LACRM: Tag onboarding stage in-progress to trigger reminders.
Schwab: Confirm account number before portal email is sent.

11 FAQs

What if the client cannot access the portal? Send reset instructions, log the attempt, and escalate to engineering after two failures.

Do we onboard trusts differently? Collect trust documentation at intake and add compliance reviewer before portal provisioning.