A&E Onboarding
A&E Onboarding
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1 Vacancy
Job Description
Nelnet Business Services (NBS) a division of Nelnet Inc. provides payment technology education services and learning management solutions to education and faithbased organizations serving more than 1300 higher education institutions 11500 K12 schools 3500 churches and millions of individual students families and supporters across the globe. Our culture of service enables us to form longlasting and trusted partnerships while our focus on creativity and innovative solutions empowers our customer communities to thrive.
As a Nelnet company the perks at NBS go beyond our benefits package. Youre part of a community invested in you as an individual and united by our mission to create opportunities for people where they live learn and work.
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 followup 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.
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 backup 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 postconfiguration 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 standalone 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.
Hourly wage for this role is: $20.00
EDUCATION:
Associate degree in related field (Bachelors 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 standalone 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 detailoriented and creative thinker.
Ability to work as a team player and establish good rapport with coworkers.
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 fastpaced environment handle stressful situations effectively work through change and meet deadlines.
A positive cando 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 performancebased incentive pay short and longterm disability and a robust wellness program. Click here to learn more about our benefits: LINK.
Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race color religion/creed national origin gender sex marital status age disability use of a guide dog or service animal sexual orientation military/veteran status or any other status protected by federal state or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.
Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting ator.
Nelnet is a Drug Free and Tobacco Free Workplace.
Employment Type
Full-Time
