Onboarding Lead

DocMagic•Torrance, CA

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 requires strong knowledge of DocMagic products and services, effective communication, and a positive, customer-focused attitude. The Onboarding Lead is a primary contact for support-related inquiries and helps clients meet their targeted go-live dates through professional onboarding, ongoing assistance, and timely issue resolution.

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 time-management, organizational, and communication skills.
Ability to work under time limits, handle multiple tasks concurrently, and prioritize responsibilities.
Strong problem-solving skills and the ability to identify and correct situations.
Sound judgment and decision-making skills.
Well-organized, extremely detail-oriented, and willing to take ownership of responsibilities.
Ability to complete assignments on time or advise in advance of delays.
Ability to work as a team player, build strong working relationships, and collaborate across the company.
Ability to maintain a positive, friendly manner and support the company’s culture.
Willingness to innovate and create better solutions for the job, department, and company.

Nice To Haves

Mortgage industry experience and knowledge.

Responsibilities

Provide excellent verbal and written communication when serving internal and external customers.
Deliver professional onboarding and support services to clients working toward targeted go-live dates.
Answer questions and provide ongoing support to ensure a smooth client transition.
Own tickets in the queue, prepare for onboarding kickoff and follow-up calls, and maintain consistent status updates for clients during resolution.
Keep current on DocMagic application-level and technical components and serve as a subject matter expert.
Provide backup support to both teams as needed.
Proactively notify clients of delays to due dates and explain the reasons.
Collaborate with clients, account managers, sales, integration, and training teams; escalate issues when necessary to ensure timely resolution.
Maintain up-to-date knowledge of DocMagic applications and technical components, including MISMO.
Maintain onboarding project status reviews on weekly, bi-weekly, monthly, and quarterly schedules.