Project 3: Virtual Onboarding Program for Mortgage Clients

Objective: Designed and launched a virtual onboarding program to guide new mortgage clients through the lending process.

Key Actions:

• Created a step-by-step onboarding guide with FAQs and video tutorials using Canva and Loom.

• Scheduled and facilitated personalized virtual walkthroughs for clients using Zoom.

• Developed an automated follow-up system to address client concerns post-onboarding.

Results:

• Enhanced client understanding of the mortgage process, reducing support queries by 35%.

• Boosted client retention and referrals due to an improved onboarding experience.

Skills Demonstrated:

• Customer education and training.

• Content creation and multimedia presentation.

• Strategic client engagement.

Tools Used:
Canva, Loom, Zoom

Testimonial:
"The onboarding program was intuitive and personalized. Clients felt more confident, and our team received fewer basic queries, freeing us for complex tasks."