About Harbor Compliance
Join Harbor Compliance, a pioneering leader in the compliance industry, recognized by Inc. 5000 and Deloitte Technology Fast 500. Merging with Labyrinth, Inc. in 2021, we've expanded our reach to over 35,000 clients, leveraging advanced technology to simplify business licensing and legal entity management. We’re a growing team, passionate about making compliance accessible and efficient for all businesses and nonprofits.
Position Overview:
The Onboarding Specialist at Harbor Compliance plays a crucial role in driving client satisfaction, minimizing risk, and ensuring a smooth and efficient onboarding journey for new clients. This role is pivotal in setting the tone for the client relationship by delivering an engaging and value-driven onboarding experience. The Onboarding Specialist will serve as the primary point of contact for clients, managing projects, delegating tasks, and ensuring seamless communication between clients and internal teåams.
The ideal candidate is organized, detail-oriented, and possesses strong communication skills. They will ensure that clients receive the education, expectations, and tools necessary to succeed, thereby contributing to client retention and long-term success.
Responsibilities:
- Client Onboarding:
- Serve as the primary point of contact for new clients, ensuring a seamless onboarding experience.
- Conduct kickoff calls within 5 business days of assignment to establish client expectations and goals.
- Guide clients through the onboarding process, delivering key milestones, such as roadmap calls and application of credits, within established timelines.
- Project Management:
- Oversee the entire onboarding process, including project planning, task delegation, and communication between clients and internal teams.
- Ensure timely completion of tasks by collaborating with stakeholders and addressing client needs proactively.
- Client Satisfaction & Retention:
- Maintain a 90%+ client satisfaction (CSAT) score through effective onboarding practices and clear communication.
- Ensure clients feel confident in Harbor Compliance's services, demonstrating expertise and attentiveness.
- Efficiency & Process Optimization:
- Ensure the onboarding process is completed within target timeframes, such as onboarding software service clients within 6 weeks and other service clients within 50 days.
- Continuously analyze onboarding metrics to identify areas for process improvement and implement changes to optimize efficiency.
- Client Follow-up & Documentation:
- Maintain regular communication with clients, following up within 1-2 weeks if documents or actions are pending.
- Respond to client emails or phone calls within 1 business day, ensuring all inquiries are addressed promptly.
- Collaboration:
- Work closely with the sales and client success teams to ensure smooth handoff and ongoing support post-onboarding.
- Escalate concerns and client feedback to relevant teams to improve the overall client experience.
Required Qualifications:
- Experience:
- 1-2 years of work experience in customer service, client-facing roles, sales, or project management.
- Demonstrated success in managing detailed or complex roles, such as executive assistance, operations, or client support.
- Skills:
- Excellent written and verbal communication skills, with a strong attention to detail.
- Proven ability to meet deadlines consistently in a fast-paced environment.
- Strong organizational and time management skills, with the ability to handle multiple clients and projects simultaneously.
- Technical Proficiency:
- Familiarity with Microsoft Office Suite or Google Suite.
- Strong computer literacy, including CRM systems, video conferencing, and other relevant software.
Preferred Qualifications:
- High School or GED.
- Experience in client services for large B2B accounts or high-net-worth individuals.
- Familiarity with charity or fundraiser registration and regulatory compliance.
Key Competencies:
- Customer Focus: Committed to delivering an outstanding client experience by ensuring clients feel supported and confident throughout the onboarding process.
- Problem-Solving: Demonstrates the ability to identify, analyze, and resolve client issues, turning challenges into opportunities.
- Communication: Exhibits clear, concise, and professional communication, both written and verbal, ensuring clients understand their onboarding journey and next steps.
- Teamwork: Works well in a collaborative environment, ensuring alignment with internal teams to meet client needs.
- Grit & Precision: Shows persistence and accuracy in handling client onboarding, thriving in complex and detail-oriented tasks.
Compensation:
Harbor Compliance provides a competitive salary, comprehensive benefits, paid time off, health insurance (medical, dental, vision), and retirement plan matching. Employees enjoy a relaxed work environment with a focus on collaboration and excellence.
