What you will do:
The Onboarding Specialist is a critical operational partner to the International Growth Team, serving as the front-line representative responsible for delivering a seamless, white-glove onboarding experience for agents joining eXp. This role goes beyond transactional processing the Onboarding Specialist is a strategic contributor who engages early in the agent lifecycle, supports high-volume and high-value transitions, and ensures every agent is fully active, operational, and culturally assimilated into eXp from day one.
How you will make an impact:
Pre-Onboarding & High-Value Transitions
- Engage proactively in pre-onboarding planning for large team or high-profile agent transitions prior to application submission, in coordination with the Growth Team
- Support brokerages and teams transitioning into eXp by establishing internal workflows and setting clear expectations from the outset, delivering a white-glove experience that reinforces eXp's value proposition
Application Processing & Agent Activation
- Initiate and manage the onboarding process upon receipt of application, validating all documentation is complete and country-compliant; coordinate with local compliance officers if applicable per country.
- Manage the full activation workflow, collect and distribute required forms and contracts, set up agent profiles, trigger transaction platform access, and assign all country-specific tools and resources
- Maintain a thorough understanding of eXp's business model, country-specific ICA, and Policies & Procedures to confidently address agent questions throughout the process
Agent Communication & Post-Activation Support
- Serve as a clear, consistent, and empathetic point of contact throughout the entire onboarding journey
- Host country-level onboarding sessions and introductory calls with newly activated agents
- Execute structured 30-, 60-, and 90-day post-activation follow-up touchpoints to ensure agents are assimilated, operational, and supported in their early growth
- Align agents with the country initial training, ensuring they are oriented on tools, integrated into production workflows, and connected to eXp's company culture
Offboarding & Reactivation
- Manage the offboarding process in accordance with international & country-specific SOPs and compliance requirements, ensuring all accounts, tools, and access are closed out accurately and documented in a timely manner
- Maintain a respectful offboarding experience that reflects eXp's agent-centric values, recognizing that departing agents may return
- Own the reactivation process for returning agents, leveraging prior records to deliver a smooth re-entry experience; confirm all country compliance requirements are met before reinstating access
Documentation & Records Management
- Maintain detailed, accurate notes on all agent interactions; capturing expectations set, commitments made, and follow-up actions required
- Ensure a clear documentation trail exists for every agent file in joining and agent detail record system to support team continuity, audits, and future reference
Continuous Improvement & Agility
- Collect and analyze feedback from agents and internal teams to identify recurring pain points and opportunities to strengthen the onboarding department / role.
- Translate feedback into actionable recommendations for process, communication, or tooling improvements, presenting findings to leadership on a regular cadence
- Follow and uphold International SOPs while collaborating cross-functionally with other departments to drive operational excellence within the country