Onboarding Lead

DocMagic•Torrance, CA

1d•$75,000 - $110,000

About The Position

The Onboarding Lead delivers responsive, high-quality service to internal and external customers and supports successful implementation for new clients. The role serves as a primary point of contact for support-related inquiries, providing professional onboarding and ongoing support while helping clients reach their targeted live dates. It requires strong communication skills, a customer-focused attitude, and thorough knowledge of DocMagic products, applications, and technical components.

Requirements

At least 4 years of experience as a funder, processor, underwriter, doc-drawer, or in a related field.
At least 3 years of customer service experience.
At least 3 years of experience working with Excel, Word, PowerPoint, and Outlook.
Strong verbal and written communication skills.
Strong time-management, organizational, and problem-solving skills.
Ability to manage multiple tasks, prioritize responsibilities, and work under time limits.
Ability to exercise sound judgment and decision-making.
Ability to build working relationships and collaborate with peers and colleagues across the company.
Detail-oriented, organized, and willing to take ownership of responsibilities.
Ability to complete assignments on time or advise in advance of delays.
Positive, friendly, team-oriented approach.

Nice To Haves

Mortgage industry experience and knowledge.

Responsibilities

Deliver excellent verbal and written service to internal and external customers.
Provide professional onboarding and support services to clients working toward targeted live dates.
Address client questions and provide ongoing support to ensure a smooth transition.
Take ownership of tickets in the queue and prepare for onboarding kickoff and follow-up calls.
Provide clients with consistent status updates throughout the resolution process.
Stay current on application-level and technical components and develop subject-matter expertise.
Provide backup support to both teams as needed.
Proactively inform clients about delays to due dates and explain the reasons.
Collaborate with clients, account managers, sales, integration, and training teams, escalating issues when necessary to ensure timely resolution.
Maintain current knowledge of DocMagic applications and technical components, including MISMO.
Maintain onboarding project status reviews on weekly, bi-weekly, monthly, and quarterly schedules.