What are the responsibilities and job description for the Onboarding & Compliance Specialist | Orlando, Florida position at CUEPER?
Onboarding & Compliance Specialist — Drivers & Service Providers Onboarding – Partner
Location — Orlando, FL (Remote)
About Us
We’re a data-driven roadside-assistance platform turning crisis calls into concierge-level rescues. Our network is scaling fast, and each new driver or technician we onboard keeps that promise of seamless help alive. Now we need an Onboarding Specialist to shepherd every service-provider from “apply” to “active,” safeguarding documentation, background checks, and safety standards so our customers—and regulators—sleep easy.
Position Summary
The Onboarding & Compliance Specialist owns the end-to-end credentialing lifecycle for every new and active service-provider (tow-truck operators, roadside technicians, and any subcontracted drivers) on our platform. You will ensure that all required documents are collected, verified, and kept current; coordinate background and MVR checks; guide applicants through each step; and keep our marketplace fully compliant with state, federal, and insurer requirements.
This is a rare chance to join at the ground floor, earn meaningful ownership, and build the onboarding compliance engine that powers everything we do.
Core Responsibilities
Document Intake & Verification (40%)
* Collect and review driver’s licenses, commercial insurance certificates, vehicle registrations, W-9s, proof of DOT/MC authority, and any specialized certifications.
* Verify authenticity and completeness using third-party tools (e.g., ScoutLogicScreening, Checkr, SambaSafety, and Insurance APIs).
* Flag discrepancies or expirations, coordinate resolutions with applicants.
Background & MVR Screening (15%)
* Initiate background checks and motor-vehicle-record pulls through our approved partners.
* Interpret reports against company safety thresholds; escalate exceptions to the Manager/Director.
Provider Guidance & Support (15%)
* Serve as first-line point of contact for onboarding questions via chat, email, and phone.
* Create and maintain step-by-step a knowledge-base articles, quick-start videos, and FAQs.
Compliance Monitoring & Renewals (15%)
* Run weekly audits for expiring documents (insurance, license, registrations, etc…) and trigger automated reminders.
* Work with service providers to update records before lapse; suspend non-compliant accounts when needed.
Process Optimization & Reporting (10%)
* Track funnel metrics (application → activation), SLA adherence, and document defect rates.
* Recommend process tweaks, form changes, or tooling to reduce turnaround time and errors.
Cross-Functional Collaboration (5%)
* Liaise with Risk, Legal, and Product teams to align requirements and surface feature requests.
* Provide frontline feedback for improving the provider onboarding UX in the app.
What you bring
- Experience: 2 years in high-volume onboarding, Compliance, Transportation, or related field experience in operations/onboarding, KYC/credentialing, compliance ops, or gig-economy marketplace support (e.g., Freight Company, Delivery Company, Roadside).
- Technical Proficiency: Comfortable with SaaS onboarding suites (ScoutLogic, Checkr, Onfido, Sambasafety), CRM/ticket tools (Zendesk, HubSpot), and Google Workspace/Office 365.
- Regulatory Awareness: Familiarity with FMCSA/DOT regulations, insurance certificate forms (ACORD 25), and privacy best-practices for handling PII.
- Communication Skills: Clear, empathetic written and verbal communicator (English; Spanish bilingual a plus).
- Detail Orientation: Able to juggle hundreds of files without missing expiry dates; strong documentation habits.
Preferred Skills
- Experience building or refining automated document-capture workflows or using low-code tools (Zapier, Workato).
- Knowledge of roadside assistance industry standards and towing equipment classes.
- Exposure to ISO 9001 or similar quality-management frameworks.
Reporting Line & Growth Path
- Reports to: Onboarding & Compliance Operations Manager
- Potential advancement: Senior Specialist → Operations Manager → Director of SPOC
Work Environment
- Hybrid: On-site and remote or fully remote with 1-week quarterly HQ visits.
- Occasional evening or weekend coverage rotated within the team during enrollment surges.
Why you’ll thrive here
You’ll own the entire Driver/Provider-credentialing engine from the first license upload to real-time compliance audits—so every safe, reliable driver on our platform bears your signature. Work side-by-side with our founders, shape policies that set new industry standards, and watch your process improvements ripple straight through to customer uptime and NPS.
Ready to keep our network bulletproof? Send your résumé plus one brief case study showing how you improved an onboarding or compliance workflow to hiring@cueper.us.
Every application is reviewed personally.
Talk soon!