Onboarding Specialist
Who is DocMagic
DocMagic is the leading provider of fully compliant document generation, automated compliance, eSignature, and comprehensive eMortgage solutions for the mortgage industry. DocMagic has been solving the mortgage industry's toughest challenges with innovative technology solutions since its inception. Founded in 1987, DocMagic has continued to develop award-winning software, mobile apps, and web-based solutions for the production and delivery of compliant loan document packages. DocMagic’s culture is built on values like teamwork, innovation, and collaboration which has been one of the reasons for our continued recognition and reputation for excellence. We are committed to living these values every day.
Why Work at DocMagic
Would you like to have a job where your contributions are valued, and you can truly make a difference? What about working in a collaborative environment with great coworkers in an award-winning office setting that has been recognized for its architecture and interior design. DocMagic was most recently named to the Inc. 5000 list of fastest-growing private companies in the U.S. and is continuing to grow! DocMagic was also named to HousingWire’s 2021 Tech100 Mortgage list, which recognizes the mortgage industry’s most innovative and impactful companies as well as was recently honored with Mortgage Professional America (MPA) Magazine’s 5-Star Mortgage Technology Provider Award. We are really doing some incredible, amazing things and looking for someone motivated to be a part of this journey.
Position Summary
The Onboarding Specialist will provide effective and efficient service to both internal and external clients. This role requires a comprehensive knowledge of the mortgage industry, including mortgage lending processes, terminology, industry standards and standard documents. The ideal candidate will consistently maintain a friendly and positive attitude when assisting customers and colleagues. All responsibilities must be carried out in alignment with departmental policies and the company’s overall vision.
Essential Functions
- Provide professional onboarding/implementation and support services to clients while working toward their targeted go-live dates.
- Address questions and provide ongoing support to ensure a smooth transition
- Act as the go-to person for new clients during their onboarding period.
- Prepare and schedule Onboarding Kick-Off calls
- Provide necessary tools, resources, and system access to new clients
- Effectively manage incoming onboarding tickets, ensuring requests are prioritized, tracked and resolved in a timely manner.
- Inform clients if additional research or assistance from another department is required to resolve their issue.
- Maintain consistent communication with clients throughout the resolution process, including scheduling follow-up calls or tasks in the ticketing system as necessary.
- Collaborate closely 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.
Other Skills
- Strong problem-solving skills with the ability to identify and resolve issues independently.
- Able to multitask and prioritize responsibilities under time constraints.
- Work well under pressure.
- Team-oriented with strong collaboration skills across departments.
- Positive, friendly demeanor aligned with company culture.
- Highly organized and detail-oriented; takes ownership of tasks and responsibilities.
- Meets deadlines consistently or communicates delays in advance.
- Strong time management, organizational, and communication skills.
- Uses sound judgment and decision-making skills.
- Open to innovation and continuous improvement for the job, department, and company.
Required Qualifications
- 2+ years customer or client services experience.
- Demonstrated success in written and verbal communication skills.
- 3+years experience working with Excel, Word, PowerPoint, Outlook.
- Morgage industry experience and knowledge required.
Other Duties
In addition to performing the essential functions of the job, this position may require other duties as assigned. Duties, responsibilities, and activities may change at any time with or without notice.
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Skills Required
- 2+ years of customer or client services experience
- Strong written and verbal communication skills
- 3+ years of experience using Excel, Word, PowerPoint, and Outlook
- Mortgage industry experience and knowledge
What We Do
Since 1987, DocMagic has empowered customers with transformative solutions that set the standard for excellence, speed, and integrity in the lending industry. Driven by a commitment to digital innovation, we continually push boundaries to meet the evolving needs of our clients and partners with agility, efficiency, and purpose. Our technology streamlines complex workflows, strengthens compliance, and delivers faster, more reliable outcomes throughout the entire loan lifecycle.
