Onboarding Specialist Mid

The Onboarding and Support Specialist owns the path from a newly approved client account to that client’s first funded transactions. Once Sales hands off an approved account, this role sets the client up on the HaulPay platform, coordinates the internal teams involved, and stays with the client until they are processing transactions on their own and are ready for integration and ongoing support. The primary measure of success is time to first funding.This is a mid level, client facing role built for a candidate with direct U.S. freight brokerage experience. The specialist must understand how a brokerage operates day to day and speak to clients in their own language. Onboarding conversations regularly turn into support questions, so the specialist is also fully trained in HaulPay support, including phone support and the invited carrier process, and is expected to step into those areas whenever needed.
We are looking for an A player. The right candidate cares about the outcome, is hungry to learn and grow, shows up consistently, takes ownership of their work, and goes above and beyond without being asked.

Description:

• Own client onboarding from approval to first funding.
• Receive the handoff from Sales once a client account is approved, and set clear expectations with the client on the onboarding steps and timeline.
• Guide the client through wallet setup, the first step before any transaction can be processed.
• Collect the client’s priority customer and carrier lists, prepare them in the required import format, and complete or coordinate the import into HaulPay’s systems.
• Coordinate carrier data exports from the client’s carrier onboarding tools, such as Highway and MyCarrierPackets, so previously onboarded carriers can be brought onto the platform.
• Confirm key account settings are configured correctly before the first transaction, including payment speed and advance settings.
• Teach the client how to build a load, add a carrier, and add a customer manually, even when an integration is planned.
• Stay with the client through their first 10 transactions, monitoring each one until it is processed and funded.
• Hand the account to the Integrations team once the first transactions are complete, and to general support after integration training.
• Coordinate debtor verification and Notices of Assignment.
• Guide clients through the debtor verification process for the customers they plan to factor.
• Work with HaulPay’s internal verification team to move each Notice of Assignment (NOA) to confirmation, tracking every open item until it is active.
• Maintain a clear, shared status of open debtors, NOAs, and carriers for every account in onboarding so nothing stalls.
• Act as the onboarding coordinator between the client and internal teams.
• Route requests to Underwriting, Risk, Integrations, Operations, and Development, and follow up until each one is closed.
• Work as direct support to the Senior Broker Consultant, preparing accounts ahead of calls, taking on onboarding tasks, and owning follow up.
• Shadow demos and onboarding calls during training, then lead onboarding calls independently.
• Document every client interaction and status change in the CRM.
• Provide client support.
• Handle inbound and outbound calls with clients, carriers, factoring companies, and debtors, following HaulPay’s caller verification and information sharing procedures.
• Work the invited carrier process and support the shared email inboxes.
• Answer servicing requests and explain funding, document, and payment status in plain language the client understands.
• Route any request to change banking information, remittance instructions, login credentials, or the email of record to the assigned U.S. team. Banking entry and final approvals are handled by U.S. staff only.
• Re-engage existing accounts, secondary to new client onboarding.
• Follow up with accounts that have stalled during onboarding or show a drop in activity, and re-onboard them where needed.
• Flag accounts at risk to the Customer Success team.
• Protect HaulPay and its clients, and improve the process.
• Report suspected fraud, double brokering, or unusual payment requests immediately rather than handling them independently.
• Flag gaps in onboarding steps, templates, and documentation, and help build out the onboarding playbook.

Requirements :

• Impeccable spoken and written English. Speech must be clear, professional, and refined, with a very light accent, and written English must be polished and business ready. This is the single most important requirement for this role.
• Fluent Spanish.
• At least 1 year of experience at a U.S. freight brokerage. 2 or more years is strongly preferred.
• Carrier sales and account management experience is highly preferred. Cradle to grave experience, or experience working both the carrier and customer sides of a brokerage, is ideal.
• Strong working knowledge of how a brokerage operates, including load building, carrier setup and vetting, customer setup, rate confirmations, invoicing, and carrier payment.
• Working familiarity with freight documents and terminology, including BOLs, PODs, rate confirmations, invoices, detention, layover, and fuel advances.
• Familiarity with freight factoring, Notices of Assignment, and customer credit approval is a plus.
• Proven ability to manage several client accounts at once, follow up without being reminded, and drive every task to completion.
• Confident leading client calls and screen shares, training non technical users, and handling questions that fall outside the script.
• Composure under pressure and sound judgment on what information is shared and with whom.
• Reliable attendance and punctuality.