Onboarding Specialist

DocMagic • Torrance, CA

5d

About The Position

The Onboarding Specialist provides effective and efficient service to internal and external clients, supporting client onboarding and implementation in the mortgage industry. The role requires knowledge of mortgage lending processes, terminology, industry standards, and standard documents. The specialist serves as the primary contact for new clients during onboarding, helping ensure a smooth transition and progress toward targeted go-live dates. They work in accordance with departmental policies and the company’s overall vision, maintaining a friendly and positive attitude while assisting clients and colleagues.

Requirements

• At least 2 years of customer or client services experience.
• Demonstrated success in written and verbal communication.
• At least 3 years of experience working with Excel, Word, PowerPoint, and Outlook.
• Mortgage industry experience and knowledge are required.
• Strong problem-solving skills, including the ability to identify and resolve issues independently.
• Ability to multitask and prioritize responsibilities under time constraints and work well under pressure.
• Team-oriented, with strong collaboration skills across departments.
• Positive, friendly demeanor aligned with company culture.
• Highly organized and detail-oriented, with ownership of tasks and responsibilities.
• Consistently meets deadlines or communicates delays in advance.
• Strong time-management, organizational, and communication skills.
• Sound judgment and decision-making skills.
• Openness to innovation and continuous improvement.

Responsibilities

• Provide professional onboarding, implementation, and support services to clients while working toward their targeted go-live dates.
• Address client questions and provide ongoing support to ensure a smooth transition.
• Act as the primary contact for new clients during onboarding.
• Prepare and schedule onboarding kick-off calls.
• Provide new clients with necessary tools, resources, and system access.
• Manage incoming onboarding tickets by prioritizing, tracking, and resolving requests in a timely manner.
• Inform clients when additional research or assistance from another department is needed to resolve an issue.
• Communicate consistently with clients throughout issue resolution, including scheduling follow-up calls or tasks in the ticketing system as needed.
• Collaborate with clients, sales, integration, and training teams, and escalate issues when necessary to ensure timely resolution.
• Maintain up-to-date knowledge of DocMagic applications and technical components.
• Strengthen client relationships and focus on measurable client satisfaction to meet or exceed service-level targets.
• Offer guidance based on industry best practices.
• Perform other duties as assigned; duties, responsibilities, and activities may change at any time with or without notice.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed