Financial Onboarding Success Advisor – I
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Job Description
Onboarding advisor helping schools adopt Nelnet’s FACTS education payment software. Providing training, product support, configuration, and transition coordination.
Responsibilities:
- Support institutions implementing one or more FACTS products/services
- Contact institutions to follow up on established training plans
- Provide phone support for the Onboarding phone queue and back up all FACTS areas as needed
- Collaborate with FACTS Operations and Sales teams to enhance customer experience and satisfaction
- Verify and/or complete the Onboarding Checklist
- Coordinate post-configuration data exchanges with clients and their information systems
- Ensure smooth transition from Onboarding with other FACTS Operations teams
- Conduct online training for new institutions and new contacts at existing institutions
- Contribute to, develop, maintain, and improve documentation and training materials
- Provide ideas and analysis for process and product enhancements
- Answer product-specific questions or identify appropriate resources
- Assist the FACTS Onboarding Configuration Team with product setup and configuration
- Manage technical and operational aspects of NBS product onboarding
- Provide monthly activity reports to the Team Leader
- Maintain institution tracking in CRM and other internal systems for auditing purposes
Requirements:
- Associate degree in a related field required; Bachelor’s preferred
- Three years of experience in product service or onboarding preferred
- Experience providing excellent customer service
- Solid working knowledge of FACTS/NBS Financial and SIS products and stand-alone products, as applicable
- Ability to quickly grasp concepts and apply newly acquired product knowledge
- Strong written and verbal interpersonal, communication, and presentation skills
- 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 and ability to provide instruction in computer applications and other services
- Strong computer skills, including Microsoft Office applications, Web Forms, and the Internet
- Ability to work in a fast-paced environment, handle stressful situations, work through change, and meet deadlines
- Positive, can-do attitude and strong initiative to complete tasks and objectives without supervision
- Excellent organization and time management skills
- Ability to take direction from multiple sources and prioritize effectively
Benefits:
- Medical, dental, and vision insurance
- HSA and FSA
- Generous earned time off
- 401(k) and student loan repayment
- Life insurance and AD&D insurance
- Employee assistance program
- Employee stock purchase program
- Tuition reimbursement
- Performance-based incentive pay
- Short- and long-term disability
- Robust wellness program
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