[Hiring] Financial Onboarding Success Advisor I @Nelnet

Role Description

The Onboarding Success Advisor I plays a critical role in ensuring a smooth and successful adoption of products by customers. This position provides comprehensive support to new users by answering questions, delivering training, and offering follow-up assistance. The goal is to foster a positive customer experience and drive product engagement throughout the first year the customer is utilizing FACTS software.

Job Responsibilities

• Provide support to an institution implementing one or more FACTS products/services.
• Contact institutions to follow up on the established training plan.
• Provide phone support for the Onboarding phone queue and back-up for all areas of FACTS as needed.
• Work closely with associates from other FACTS Operations teams and/or the Sales Team to enhance the customer experience and satisfaction.
• Verify and/or complete the Onboarding Checklist.
• Coordinate post-configuration data exchanges with clients and their various information systems.
• Work with other FACTS Operations teams (e.g., Account Management) to ensure a smooth transition from Onboarding.
• Conduct online training with new institutions and/or new contacts at existing institutions, instructing them on all aspects of the products they are implementing.
• Contribute to documentation and/or training materials in one or more of the following ways:
  • Provide input from customer requests;
  • Develop materials;
  • Maintain materials;
  • Research and implement new ways to present materials for clients.
• Provide ideas and analysis for enhancements to current processes and features of new or existing products.
• Answer product specific questions and/or find appropriate resources to answer questions about products (Includes the FACTS Financial System, stand-alone products, partnership companies, FACTS SIS, and integration related topics).
• Assist the FACTS Onboarding Configuration Team by setting up and configuring FACTS Products, as needed.
• Overall management of technical and operational aspects for NBS product onboarding.
• Provide monthly reporting of activities to the Team Leader.
• Maintain institution tracking in CRM and other internal tracking required for auditing purposes.

Qualifications

• Associate degree in related field (Bachelor’s preferred).

Experience

• Three years of experience in product service or onboarding preferred.
• Experience providing excellent customer service.

Competencies – Skills/Knowledge/Abilities

• Solid working knowledge of existing FACTS/NBS Financial and SIS products and stand-alone products (as applicable).
• Ability to quickly grasp concepts and apply newly acquired product knowledge when working with institutions.
• Strong interpersonal, communication and presentation skills (both written and verbal) with the ability to constructively discuss sensitive issues.
• Very detail-oriented and creative thinker.
• Ability to work as a team player and establish good rapport with co-workers.
• Excellent customer service skills (friendly, courteous, helpful, and patient) with the ability to effectively provide instruction in the use of computer applications and other services.
• Strong computer skills, including experience using Microsoft Office applications, Web Forms, and the Internet.
• Ability to work in a fast-paced environment, handle stressful situations, effectively work through change, and meet deadlines.
• A positive, can-do attitude and strong initiative to get tasks and objectives completed without supervision.
• Excellent organization and time management skills to effectively manage workload and proactively request additional resources as needed.
• Ability to take direction from multiple sources and prioritize effectively.

Benefits

• Medical, dental, vision, HSA and FSA.
• Generous earned time off.
• 401K/student loan repayment.
• Life insurance & AD&D insurance.
• Employee assistance program.
• Employee stock purchase program.
• Tuition reimbursement.
• Performance-based incentive pay.
• Short- and long-term disability.
• Robust wellness program.