Onboarding Specialist

**About the Company**: Mortgage Automator (MA) is a B2B SaaS software in the financial technology (fin-tech) space with a strong focus in private lending. In a nutshell, they are a cloud-based CRM that fully automates private lending business of any size: from document generation, compliance and reporting, to helping manage investor relations. They began in 2013 as a simple document generating tool for a small private lender in Toronto, Canada. The idea was to relieve the company from their redundant day-to-day tasks, and instead help them concentrate on growing and managing their business. It worked so well that they set out an ambitious goal to make the product available to everyone in the industry In 2017, MA development began and officially launched in January 2019. They won Canadian Mortgage Awards of Excellence the same year. They've expanded in the U.S, Australia, and New Zealand. Their goal is to continue growing exponentially as they pave the way with their intuitive and robust software. They're a vibrant team that loves to work hard, celebrate the wins and most importantly, grow together. Their software continues to evolve rapidly to meet the needs of our partners, with new features added weekly. MA is looking for **3 Onboarding Specialists **to join their team. You will play a lead role in bringing partners onto the Mortgage Automator platform. There are many moving parts to this process, tons of excitement and cross-collaboration involved to ensure their partner’s confidence and success in day-to-day operations. **Role Overview**: - Start date: immediately - Status: Full-time, Permanent - Location: Toronto (Hybrid/Flexible) - Career advancement path: Onboarding Specialist > Onboarding Lead - Department: Onboarding Team - Reports to: Laura Williams, Onboarding Team Lead & Account Manager **What you will do**: - Guide customers from contract signature to fully-functioning through operational set up and launch - Align on timelines, expectations and success criteria for the first 60 days post signature - Partner with the sales team to ensure a smooth client transition into onboarding and implementation - Lead onboarding calls with new clients including discovery sessions, training, check-ins and 360 feedback sessions - Advocate for partner’s interests internally across product, sales and ops teams - Continuously strive to find ways to improve, scale and delight customers in the onboarding process - Define potential client required enhancements and communicate those enhancements to the product technical team. - Reduce roadblocks as best as possible - Improving product or service adoption - Creating a loyal customer base - Improving communication between stakeholders - Give customers detailed account directions - Record and solve customer issues, queries, and requests - Educate users about the product best practices **Qualifications**: - Must Have: - 1-2+ years of experience in financial services - Experience with onboarding customers and customer retention - Post secondary degree or equivalent work experience - Strong collaboration, communication and time management skills - Excellent interpersonal and relationship building skills - Exceptional presentation skills - The ability to multitask and prioritize tasks and client needs - Charismatic, sharp, self - starter with a “do what it takes” mentality. - Nice to Have: - Previous experience in customer success/onboarding preferred - Experience in mortgage/lending industry **Benefits include**: - Comprehensive dental and medical benefits - Casual dress - Company events - Flexible work from home + in office arrangement - Fully stocked kitchen - Generous vacation & time off policy