Client Onboarding Lead

docmagic; Torrance (CA); On-site; USD 85,000 - 120,000; Full time

Job summary

DocMagic in Torrance, CA is seeking an Onboarding Lead to deliver high-quality, responsive service for new clients, ensuring timely implementation of our digital mortgage solutions.

You will coordinate with account managers, sales, integrations, and training teams; maintain up-to-date product knowledge, MISMO standards, and onboarding project status reviews; provide clear communication and proactive problem solving.

Qualifications

• Minimum 4 years of experience as funders/processors/underwriters/doc-drawers or related field.
• Minimum 3 years of customer service experience.
• 3+ years’ experience using Microsoft Office (Excel/Word/PowerPoint/Outlook).
• Mortgage industry experience preferred.

Responsibilities

• Deliver world-class service with strong verbal and written communication with internal and external customers.
• Provide onboarding and support to clients while aiming for their live dates.
• Address questions and provide ongoing support for a smooth transition.
• Own tickets in queue, schedule Onboarding Kick Off calls, and follow up.
• Provide timely status updates to clients during resolution.
• Stay current on DocMagic apps and MISMO to serve as SME.
• Provide backup support to team as needed.
• Proactively communicate delays on set dates and rationale.
• Collaborate with clients, account managers, sales, integration, and training teams.
• Maintain onboarding project status reviews (weekly/bi-weekly/monthly/quarterly).

Skills

Customer service

Onboarding

Communication

Time management

Problem solving

Team collaboration

Attention to detail

Tools

Excel

Word

PowerPoint

Outlook

Job description

DocMagic in Torrance, CA is seeking an Onboarding Lead to deliver high-quality, responsive service for new clients, ensuring timely implementation of our digital mortgage solutions.

You will coordinate with account managers, sales, integrations, and training teams; maintain up-to-date product knowledge, MISMO standards, and onboarding project status reviews; provide clear communication and proactive problem solving.