Onboarding Success Advisor

SUMMARY

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. Responsibilities include supporting a phone queue, addressing inquiries related to a single product experience, and holding open office hours, as needed. The goal is to foster a positive customer experience and drive product engagement throughout the first year the customer is utilizing FACTS software.

• As part of an overall Onboarding Team, 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:
  1) provide input from customer requests;
  2) develop materials;
  3) maintain materials and/or
  4) 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.

Wage for this role is: $22.60/hour

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

• Three years of experience in product service or onboarding preferred.

• Experience providing excellent customer service.

• 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.

Our benefits package includes 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…