Position Summary
The Onboarding Lead is responsible for delivering high-quality, responsive service to both internal and external customers. This role requires a deep understanding of DocMagic products and services, as strong communication skills and a positive, customer-focused attitude. The Onboarding Lead will serve as a primary point of contact for support-related inquiries, ensuring timely and effective, successful Implementation for our new clients.
Essential Functions
- Deliver world-class service by providing excellent verbal and written communication skills when working with internal and external customers.
- Provide professional onboarding and support services to clients while working toward their targeted live dates.
- Address questions and provide ongoing support to ensure a smooth transition.
- Take ownership of tickets in queue, prepare Onboarding Kick Off calls and follow up calls.
- Always provide an updated status to clients by ensuring proper and consistent communication during the resolution process.
- Always maintain and be current on application level and technical components to become a subject matter expert.
- Provide backup support to both the teams as needed.
- Proactively communicate with clients about any delays on set due dates and provide reasoning.
- Collaborate closely with clients, account managers, 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, including MISMO to serve as a subject matter expert.
- Maintain onboarding project status reviews (weekly, bi-weekly, monthly, and quarterly).
Other Skills
- Works as a team player and builds strong working relationships by collaborating with peers, and those across the company.
- Work in a positive friendly manner at all times and inspire the company's culture.
- Must be well-organized, extremely detail-oriented, and willing to take ownership of responsibilities.
- Completes assignments on time or advises in advance of delays.
- Excellent time management, organizational, and communication skills.
- Exercises sound judgment and decision-making skills.
- Work well under time limits, handle multiple tasks concurrently, and prioritize responsibilities.
- Strong problem-solving skills with the ability to identify and correct situations.
- Takes risks to innovate and create better solutions for the job, department, and company.
Required Qualifications
- 4+ years' experience as Funders/Processors/Underwriters/Doc-Drawers or related field.
- 3+ years of customer service experience.
- 3+ years' experience working with Excel, Word, PowerPoint, and Outlook.
- Mortgage industry experience and knowledge preferred
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