Portals & Compliance Specialist

About the role

A Portals & Compliance Specialist serves as a key connection point between Business Development, clients, insurance partners, operations, and internal support teams. You will ensure client protocols and requirements are understood, documented, and consistently met. Your day may include managing client protocols, supporting customer portal administration, coordinating compliance documentation, maintaining accurate client information, and monitoring portal requirements. You will also help coordinate new client onboarding and work closely with teams across the organization to resolve issues, answer questions, and keep client expectations at the forefront of daily operations.

Beyond day-to-day portal and compliance management, you will play an important role in helping teams work smarter and more efficiently. You will educate operational teams on client expectations, identify opportunities to streamline processes, recommend technology enhancements, and contribute to continuous improvement initiatives. By strengthening collaboration, improving portal processes, and ensuring compliance with client-specific requirements, you will help enhance customer satisfaction and support strong, consistent operational execution.

Responsibilities

• Manage and maintain client protocols, ensuring requirements are accurate, current, documented, and communicated to the appropriate internal teams
• Administer client portals, including onboarding, user access, system settings, compliance documentation, notifications, and ongoing maintenance
• Monitor portal compliance and proactively track required documents, COIs, expiration dates, renewals, and client-specific requirements
• Partner with Business Development, Operations, National Accounts, Insurance, Marketing, and clients to ensure expectations and compliance requirements are consistently met
• Troubleshoot portal and compliance issues by coordinating with internal teams and external client contacts to drive timely resolution
• Facilitate Lunch & Learns, Teams meetings, and educational sessions to increase awareness of client-specific protocols and requirements
• Support onboarding and training for new Project Directors and operational teams working with portal-based clients
• Prepare and maintain weekly and monthly reports, track portals metrics, identify trends, and provide actionable recommendations to leadership
• Evaluate workflows and identify opportunities to improve efficiency through technology, automation, reporting, and process enhancements
• Develop, document, and update standard operating procedures to support consistency, compliance, and continuous improvement
• Review and organize data from multiple sources while maintaining accurate records, version control, and documentation history
• Meet established KPIs and performance goals while demonstrating a strong sense of urgency, attention to detail, and exceptional customer service
• Manage multiple priorities and projects across various phases while adapting positively to changing client needs, protocols, and business requirements
• Collaborate effectively with internal and external stakeholders, using strong problem-solving skills to deliver solutions and enhance the client experience
• Follow and uphold all company, state and federal policies, procedures, regulations, and compliance requirements
• Work effectively in a 24/7 operational environment with flexibility to support day, swing, or night schedules

Requirements

• 3+ years of experience in customer service, client support, project coordination, account management, operations support, communications, or related field
• Experience managing customer portals, CRM systems, compliance or insurance documentation, or operational support processes
• Experience preparing reports, dashboards, and performance metrics
• High school diploma or GED required; equivalent work experience may be considered
• Bachelor's degree in business administration, Communications, Marketing, Project Management, or a related field, preferred
• Experience in restoration, construction, property services, facilities management, insurance, or another customer-focused service industry, preferred
• Must be able to pass Background Check and Pre-employment Drug Screen

Schedule

Work effectively in a 24/7 operational environment with flexibility to support day, swing, or night schedules.