Member Experience Onboarding Specialist at Prime… · Provo

Member Experience Onboarding Specialist

Location: Provo, UT and/or Murray, UT

Department: Member Experience

Salary Range: $21-$25 per hour (DOE)

Classification: Non-Exempt

Reports To: Member Experience Team Manager

Status: Full-Time

About the Role:

We are seeking a confident, detail-oriented Onboarding Specialist to guide new PRIME members from purchase to activation. You’ll lead daily video welcome and activation calls, learn about each member’s business, confirm the services they purchased, introduce our tools, and make sure they understand the documents and next steps needed to get started.

Members may ask about financial forms, bookkeeping, banking documents, and basic tax concepts, so you’ll need a practical finance foundation. You’ll explain established processes, not give individualized tax or accounting advice. Shifts run 9–5 or 10–6.

What You’ll Do:

• Welcome & Activation Calls: Lead daily video calls that create a professional, reassuring first experience after the sale.
• Member Discovery: Ask thoughtful questions to understand each member’s business, goals, and current practices, and confirm the scope of services purchased.
• Tools & Workflows: Walk members through our dashboard, software, and support resources, and help them set up bookkeeping and expense-tracking workflows in the product.
• Document Guidance: Explain the purpose of requested financial documents, common forms, and recordkeeping steps in clear language using approved guidance.
• Scope & Escalation: Answer routine process and general bookkeeping or tax-literacy questions within your approved scope, and escalate technical or individualized questions to tax or accounting professionals.
• Scheduling & Next Steps: Schedule appointments and follow-ups, coordinate with internal teams, and set clear expectations about what happens next and who owns each action.
• CRM & Checklists: Complete onboarding checklists and document business details, questions, commitments, setup progress, and open items in the CRM.
• Quality & Performance: Follow approved scripts, workflows, and privacy requirements, meet KPIs for activity, scheduling, quality, and activation, and take part in coaching and ongoing training.

Why Prime?

Who we are:Remember when every step of launching your dream felt like a mountain? Debt loomed, the tax code was a cryptic puzzle, and building a rock–solid foundation seemed impossible. PRIME Corporate Services was forged from that very struggle - by entrepreneurs who knew there had to be a better way.

We are not just a faceless firm; we are a co-pilot for founders, operators, and business builders navigating the chaos of growth. We help cut through red tape, simplify complex systems, and help entrepreneurs structure their business for long-term financial freedom.

From entity structuring to tax strategy to business credit and funding, we don’t just protect businesses - we help to scale them. Our team partners directly with high-growth entrepreneurs and affiliate partners to drive measurable outcomes; more leads, more revenue, and stronger businesses.

We deliver expert guidance and exceptional service at every stage of the business journey.

Our Mission: We aim to serve, advise, and support entrepreneurs every day.

Why You’ll Love Working Here:

• Impact at scale: Your work will shape the experience of thousands of entrepreneurs working with PRIME.
• Autonomy + Accountability: You’ll be trusted to lead, experiment, and deliver results — no micromanagement, just momentum.
• Collaborative Culture: You’ll work alongside creative thinkers, engineers, and business leaders who care deeply about customer success and innovation.
• Modernization Mission: You’ll play a key role in bringing advanced tech, analytics, and discipline to a growing organization — setting the foundation for the next generation of PRIME’s digital ecosystem.

Benefits & Perks

• Competitive Compensation + performance based bonuses
• Comprehensive Health Coverage - Medical, dental, and vision
• Paid Time Off - Generous PTO, sick days, and paid holidays
• 401k with Company match (we match up to 4%)
• Parental Leave - Paid leave for new parents
• Impact-Driven Culture - Small team, big mission
• Gym Pass - Company sponsored access to local gyms
• Free soda and snacks
• Discounts on Cellular/Wireless bills
• Robust Employee Resource Program with tele-health and more

What You Bring:

You are a polished communicator with a finance foundation and strong process discipline. You lead structured conversations with confidence, explain financial topics in plain language, and know where your expertise ends.

• Video Presence: Confidence and professionalism on video calls every day, with strong active listening skills.
• Plain-Language Explanations: The ability to explain forms and financial processes simply without overstating your expertise.
• Process Discipline: You follow checklists consistently, track open items, and keep records accurate, with strong attention to detail and follow-through.
• Member-First Mindset: You welcome feedback, learn new workflows quickly, and handle confidential financial information with discretion.

Requirements & Qualifications:

• Experience: 2+ years of finance-related work involving financial documents, forms, or detail-sensitive processes, such as bookkeeping, accounting support, tax-document processing, banking, lending, or grant administration.
• Financial Foundation: A working knowledge of financial forms and basic bookkeeping concepts. This is not a bookkeeper or tax preparer position.
• Technology: Strong computer skills across CRM software, scheduling tools, video platforms, and phone, chat, and email systems.
• Education: High school diploma or GED; coursework in business, accounting, finance, or communications is a plus.
• Preferred Experience: Client onboarding, implementation, or customer success experience; familiarity with small-business financial documents or bookkeeping software; and experience working with small-business owners.
• Outside Training: None required.

How Success Is Measured:

Performance is measured by activity, quality, accuracy, and member progress, including calls completed, scheduling adherence, checklist completion, time to activation, member satisfaction, QA scores, and CRM accuracy. Success means new members feel confident in their purchase, know how to use our tools, have next steps scheduled, and internal teams receive complete notes and clear handoffs.

Physical Requirements:

The work environment characteristics and associated physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

• Prolonged periods of sitting at a desk, working on a computer, and taking phone calls
• Must be able to lift 25 pounds periodically
• Must be able to access and navigate each department at the organization’s facilities
• Travel (less than 10% annually) may be required for sales support, training, and/or professional development