Financial Onboarding Success Advisor

## Financial Onboarding Success Advisor IApply:
Remote:
Full time:
Posted Today:
R23191

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology and education services to more than 1,200 higher education institutions, nearly 12,000 K-12 schools, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.

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.
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* JOB RESPONSIBILITIES:

*** 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 of 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.
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* EDUCATION:

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