Posted: Dec 12, 2024 

Weekly Hours: 40

Role Number: 142

Home Office: Yes

The application window will be open until at least January 28, 2025. This opportunity will remain online based on business needs which may be before or after the specified date.

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:
• • 1-3 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.

Accommodations:

Harbor Compliance is committed to providing any reasonable accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

Compensation: 

Harbor Compliance’s base salary range for this role is listed below. Compensation at the time of offer is based on factors such as skill set, experience, qualifications, and work location. Salary is one part of Harbor Compliance’s total compensation package. Other benefits may include health benefits, flexible paid time off, parental leave, fertility and adoption assistance, 401(k), and educational reimbursement. Note that the salary range and benefits apply only to U.S.-based candidates.

Harbor Compliance base salary range for this role in the U.S. is:

(Salary range $45,000 - $55,000 USD) Additionally, this role might be eligible for discretionary bonuses or commission payments.

Pay Transparency Policy Statement
Harbor Compliance will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Harbor Compliance, or (c) consistent with Harbor Compliance’s legal duty to furnish information.

Equal Opportunity Statement

Harbor Compliance is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.