Article by Mariana Campos – Onboarding Specialist at IAS

Morning – Starting with a Plan

My day usually begins at 6:30 AM. Before heading to work, I enjoy a quiet moment to myself, having breakfast and taking some time to think about what lies ahead. It's a simple routine, but it helps me mentally prepare for the day and organize my priorities before everything gets moving.

My commute is another part of my routine that I appreciate. I walk through the city before taking the subway to the office, enjoying the transition between my personal time and the beginning of the workday.

Once I arrive, the first thing I do is check my emails and organize my tasks according to their priority. Every day is different, so having a clear overview of what needs immediate attention helps me stay focused and efficient.

The mornings are usually dedicated to our new onboarding requests. Whenever a new client begins their investment journey with us, I carefully analyze the request, review the documentation received, and begin the entire registration process. This stage requires close attention to detail, as it sets the foundation for everything that follows.

On certain days, my schedule also includes meetings with my team or project-related discussions, where we share updates, address ongoing matters, and work together to resolve any questions or challenges that may arise. Regardless of the agenda, my priority is always to ensure that urgent onboarding requests are handled promptly and efficiently.

Afternoon – Attention to Detail Behind the Scenes

As the afternoon begins, I focus on the remaining tasks that couldn't be completed during the morning. Much of my time is dedicated to responding to emails from clients, agents, and partner offices, as well as handling a variety of administrative responsibilities.

These tasks may include verifying or issuing documents, updating client information, or maintaining our internal databases. Although they may seem routine, each one plays an important role in ensuring every client's process moves forward smoothly.

Attention to detail is essential throughout my day. Whether I am reviewing documents or preparing new ones, I need to ensure that every piece of information is accurate and complete. Even a small mistake can create unnecessary delays, so being thorough and organized is a key part of my role.

Throughout the day, I work closely with clients, agents, and partner offices, while also collaborating with several internal teams, including Certifications, Billing, and BackOffice. This teamwork helps ensure that every onboarding process progresses efficiently and that clients receive the support they need from start to finish.

End of Day – Preparing for Tomorrow

Before finishing my day, I review any remaining emails that require attention and organize my agenda for the following day. Planning ahead allows me to begin each morning with a clear direction and ensures that urgent matters are addressed without delay.

Staying organized is an essential part of my role, and ending the day with a structured plan helps maintain an efficient workflow for both me and the wider team.

Why This Work Matters

As an Onboarding Specialist, I have the privilege of being one of the first people our clients interact with when they begin their investment journey. While many people think onboarding is simply about collecting documents, it is much more than that.

My role is about building trust from the very beginning, answering questions, identifying potential issues before they become obstacles, and ensuring every client feels informed, supported, and confident throughout the process.

What I enjoy most is helping transform what can often feel like a complex process into one that is clear, organized, and reassuring. By laying a strong foundation from the very first interaction, I help create a smoother experience not only for our clients, but also for our legal team as the process moves forward.