Onboarding Specialist at PaulHood

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Full Time

Start Date

Immediate

Expiry Date

26 Jun, 26

Salary

0.0

Posted On

28 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Client Support, Communication, Organization, Detail-Oriented, Problem-Solving, Relationship Building, Emotional Intelligence, Client Experience Principles, Data Entry, Call Center, CRM Software, Project Management Software, Analytical Skills, Critical Thinking, Collaboration

Industry

Accounting

Description

Title: Onboarding Specialist Reports to: Director of Client Operations Location: Any Hood Office (Hybrid/Remote Eligible) About the Role At PaulHood we are transforming the mid-market CPA industry with an entirely new model. Our year-round membership model provides clients with expert tax and financial guidance, helping them feel more secure and realize their long-term financial goals. Founded 30 years ago by Paul Hood, our company has grown rapidly and now serves over 15,000 customers nationwide. To support our continued growth, we have completely modernized our business with technology and processes more akin to a SaaS company than a CPA firm. In response to this growth, we are seeking a CX Onboarding Specialist to support the successful onboarding of new clients by building and maintaining accurate profiles across systems, validating agreements and payments, and ensuring the timely collection of onboarding documents. It plays a key role in meeting service level agreements, guiding clients through the onboarding process, and facilitating smooth handoffs between internal teams. The position also identifies and implements opportunities to streamline and enhance the client onboarding experience, improving efficiency and reducing errors. The ideal candidate will have experience in customer service or client support roles, with a passion for delivering meaningful experiences. You should be a strong communicator, highly organized, and eager to learn in a fast-paced, client-first environment. To do this well, you'll need to be proactive, detail-oriented, and energized by helping others succeed.  To do this well, you’ll need to be a confident communicator, skilled problem-solver, and relationship builder who thrives in a dynamic, client-centric environment. You should have strong emotional intelligence, a deep understanding of client experience principles, and the ability to lead by example while supporting a broader team and business goals. You’ll also need to be proactive, organized, and comfortable managing both day-to-day responsibilities and longer-term strategic initiatives.   What You Will Do Help in building out our contact, client, and business profiles for new clients across multiple systems Validate agreements, client payments, and workflows related to newly signed clients across our internal systems Ensure client onboarding documents are sent and collected from clients Meet SLA's related to timely client onboarding across all internal tools and processes Look for areas of opportunity to streamline and improve the onboarding process, both internally and from the client's perspective to speed improve the speed and quality of onboarding support, and reduce potential errors through this process Help guide clients through the onboarding process, ensuring the client feels supported as they transition from sales to our other teams across PaulHood Help clients troubleshoot issues they may experience through the onboarding process Support newly signed clients during onboarding via phone, email, text, and portal messages, until the account is fully transitioned over to their CSM and team Experience You Will Need High school diploma or equivalent required.  One year of customer service experience required.   Data entry and/or call center experience is strongly preferred.  Experience with client relationship management software or project management software is preferred.  Who You Are You have a strong commitment to providing exceptional client service. You have excellent attention to detail with the ability to manage multiple tasks and priorities effectively. You thrive in a fast-paced environment, always demonstrating confidence and professionalism. Proficient in using new software including accounting and payroll software, as well as CRM and CX tools. You have strong analytical and problem-solving skills, with the ability to think critically and make sound decisions. You always demonstrate excellent verbal and written communication skills, with the ability to convey and document complex information clearly and concisely to staff and clients. You love to collaborate and have an inclusive mindset with the ability to work effectively with cross-functional teams.   What’s In It For You You will join a forward-thinking team that is reshaping the future of the tax and accounting industry. With a strong commitment to diversity and inclusion, our gender-balanced leadership group reflects our belief in the power of varied perspectives to drive innovation. You’ll align with an organization that helps its clients optimize their financial health, enabling them to keep more, save more, and protect more of their money so they can use it for the things they care about most. In addition to the inherent satisfaction of aligning with a business that is changing the lives of thousands of people, you will receive stock options to align your rewards with the success of the company. Importantly, you’ll be part of a team that prioritizes trust, collaboration and having fun. We work hard and value rest. In addition, our benefits package includes: + Bonus Opportunity + Stock Options + Generous time off allowance (Holiday, Vacation, & Sick time), above industry standard + Paid parental leave + Comprehensive Employee Benefits Package + 401k Program with Company Matching + Paid Volunteer Days + Educational/Personal Growth Reimbursement EEO and Diversity Statement PaulHood is an equal opportunity employer. We recruit, employ, compensate, develop, and promote without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state, and local laws. If you need reasonable accommodation in the application or interview process, please tell us. At PaulHood, we champion a vibrant workplace culture that thrives on diversity, and we do not tolerate discrimination or harassment. We are one team from many backgrounds, innovating through diversity of individuals, who are driven by a passion for creating an inclusive space for all. Believing a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices, PaulHood will continue to champion a workplace culture that prizes diversity and inclusivity.

Responsibilities

The specialist will be responsible for building and maintaining accurate client profiles across systems, validating agreements and payments, and ensuring the timely collection of onboarding documents to meet service level agreements. This role also involves guiding clients through the transition process and identifying opportunities to streamline and enhance the overall client onboarding experience.