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

Who is DocMagic

DocMagic is the leading provider of digital solutions for the eMortgage industry, including regulatory compliance, document generation, eSignature, and complete eClosings. DocMagic has been solving the mortgage industry's toughest challenges with innovative technology solutions since 1987. Today, we continue to lead the industry with award-winning proprietary software, mobile apps, and web-based solutions. Recent awards include HousingWire naming DocMagic a 2025 Tech100 winner for the 13th year in a row, recognizing our innovation in digital lending and our impact on the industry, as well as key employees receiving HousingWire Tech Trendsetter and Vanguard awards.

Why Work at DocMagic

At DocMagic, our culture is built on teamwork, innovation, and collaboration, which contribute to our reputation for excellence. We are committed to living these values every day. We offer competitive benefits, including comprehensive health coverage, paid time off, company-paid holidays and a 401K with company matching. We also offer on-site wellness classes, snacks and monthly food trucks. But it is not all about work; we believe in building connections, from team-building activities to our employee gatherings, we love coming together to celebrate. Join us and be a part of a team that values innovation and is committed to shaping the future of work.

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 elevate 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