Position Overview

The Onboarding Specialist owns the contractor onboarding lifecycle from the point of an approved recruiting handoff through program-ready activation and supports the ongoing health of the contractor network after activation. This role coordinates enrollment, credentialing, compliance, training, system access, carrier-network setup, and readiness validation while serving as the contractor’s primary point of contact throughout onboarding. Following activation, the Onboarding Specialist helps maintain accurate, compliant, and assignment-ready contractor profiles by addressing compliance lapses, coordinating material profile updates, and conducting profile health checks. The role is accountable for removing barriers, maintaining accurate and transparent status reporting, and ensuring contractors both enter and remain in the Westhill network prepared to meet client, carrier, and operational expectations.

Key Responsibilities

1. Onboarding Intake and Pipeline Management

• Receive and review approved contractor enrollment packages from Recruiting, confirming the completeness and accuracy of company, ownership, contact, service-line, and geographic coverage information.

• Establish the contractor’s onboarding plan, communicate required steps and timelines, and maintain consistent follow-up from intake through activation.

• Manage a high-volume onboarding pipeline, prioritize work based on program needs and network coverage priorities, and proactively escalate aging items or material blockers.

2. Credentialing and Compliance

• Coordinate the collection and validation of licenses, insurance documentation, tax information, certifications, background checks, and other required credentials in accordance with Westhill, client, and carrier standards.

• Partner with third-party credentialing providers and internal stakeholders to monitor credentialing progress, resolve deficiencies, and ensure contractor records are complete before activation.

• Identify compliance gaps, communicate corrective actions clearly, and maintain documentation that supports audit readiness and ongoing network integrity.

3. Training and Program Readiness

• Coordinate with the Training team to assign and track required onboarding curriculum, including Westhill orientation, Managed Repair and Direct Repair Programs, platform workflows, estimating guidelines, and service expectations.

• Evaluate the contractor’s assigned client and carrier workflows to identify training, process, or technical requirements that may affect readiness.

• Confirm all required training is completed and that the contractor demonstrates a working understanding of assignment handling, communication standards, documentation expectations, and escalation paths.

4. Systems, Access, and Network Configuration

• Facilitate accurate setup and access across required systems, including the Westhill Platform, XactAnalysis, and applicable carrier or private networks.

• Coordinate with Technology, Product, Program Operations, and carrier contacts to diagnose and resolve access, configuration, routing, or workflow issues.

• Validate that contractor profiles, users, service lines, coverage areas, and program permissions are configured correctly before work is assigned.

5. Contractor Communication and Issue Resolution

• Serve as the contractor’s primary onboarding contact, setting clear expectations and providing timely, professional updates throughout the process.

• Use active listening and structured problem-solving to uncover root causes behind contractor concerns rather than addressing only surface-level symptoms.

• Coordinate cross-functional resolution of onboarding barriers and maintain ownership until the issue is fully resolved or formally transferred.

6. Activation, Transition, and Early-Life Support

• Complete a final readiness review confirming that all credentials, training, access, configuration, and program requirements have been satisfied.

• Document activation approval and transition the contractor to the appropriate Contractor Performance or relationship owner with a clear record of status, risks, and open items.

• Provide limited early-life support during the contractor’s initial assignments and ensure unresolved onboarding issues are addressed without disrupting service delivery.

7. Ongoing Network Maintenance and Profile Health

• Support the ongoing health and accuracy of activated contractor profiles, partnering with Contractor Performance and other relationship owners to keep network records current, compliant, and assignment-ready.

• Monitor contractors that become non-compliant due to expired or deficient licenses, insurance, certifications, background checks, or other required credentials; communicate deficiencies, pursue corrective documentation, and coordinate their return to compliant status.

• Process and validate material contractor profile updates, including service-area ZIP codes, loss categories, trades or specialties, company contacts, ownership, locations, users, and program participation.

• Conduct scheduled or triggered profile health checks to identify stale data, incomplete records, access issues, coverage discrepancies, or other conditions that may affect routing, program eligibility, or contractor readiness.

• Document maintenance activity and escalate prolonged non-compliance, unresponsive contractors, or material profile risks in accordance with established network-governance and status-management procedures.

8. Reporting, Data Quality, and Process Improvement

• Maintain accurate and timely records in onboarding trackers, contractor profiles, compliance systems, and network-maintenance workflows, ensuring information is consistent across teams and platforms.

• Track onboarding throughput, cycle time, aging, completion rates, blockers, and other key indicators; surface trends and risks to leadership.

• Identify recurring friction points and recommend improvements to onboarding workflows, templates, automation, training content, and cross-functional handoffs.

• Support network expansion, new carrier launches, program changes, and surge initiatives by adapting onboarding requirements and priorities as needed.

Key Performance Indicators (KPIs)

• Contractor onboarding cycle time and percentage of contractors activated within established service-level targets.

• Accuracy and completeness of contractor data, credentialing records, training status, and system configuration.

• Volume and age of onboarding items awaiting contractor action, internal action, or third-party action.

• Rate of first-pass readiness, avoidable rework, and post-activation issues attributable to onboarding.

• Quality, consistency, and timeliness of contractor communication and cross-functional status reporting.

• Demonstrated contribution to process improvement, network coverage priorities, and successful program launches.

• Timeliness and success rate of returning non-compliant contractors to compliant, assignment-ready status.

• Accuracy and turnaround time for contractor profile updates, service-area changes, specialty changes, and recurring profile health checks.

Qualifications

Experience

• Experience in onboarding, operations, project coordination, customer success, credentialing, or a related administrative function.

• Contractor-network, property insurance, restoration, roofing, mitigation, or general contracting experience is strongly preferred; experience with licensing, insurance documentation, background screening, credentialing standards, or Profile Gorilla is beneficial.

Skills and Competencies

• Strong organizational and workload-management skills, with the ability to manage multiple contractors, deadlines, and dependencies simultaneously.

• Exceptional attention to detail and a demonstrated ability to maintain accurate, compliant, and audit-ready records.

• Clear, professional written and verbal communication skills, with the confidence to set expectations, follow up persistently, and manage difficult conversations constructively.

• Strong analytical and problem-solving skills, including the ability to diagnose workflow gaps, technical roadblocks, and root causes.

• Ability to work independently, exercise sound judgment, and collaborate effectively across Recruiting, Training, Contractor Performance, Technology, Program Operations, and third-party credentialing partners.

• Consistent ownership, follow-through, prioritization, adaptability, learning agility, and a continuous-improvement mindset.

Technical Skills

• Proficiency with Google Workspace, including Gmail, Docs, and Sheets, and the ability to learn new workflow and platform tools quickly.

• Experience with XactAnalysis, contractor-management platforms, CRM/workflow systems, carrier-specific networks, assignment routing, or service-area configuration is preferred.

Why This Role Matters

The Onboarding Specialist is the bridge between contractor recruitment, successful activation, and long-term network health. The accuracy and pace of onboarding, combined with disciplined post-activation maintenance, directly influence Westhill’s ability to expand coverage, support carrier programs, route assignments confidently, and deliver a consistent policyholder experience. Success means contractors enter the network compliant, trained, connected, and prepared to perform from their first assignment, while their credentials, coverage, specialties, access, and profile information remain accurate and assignment-ready over time.

Equal Opportunity Employer: Westhill Global Inc. is committed to creating an inclusive workplace and provides equal employment opportunities to all applicants and employees without regard to legally protected characteristics.