Commercial Payments Implementation Specialist

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Summary of the Job:

 

The Commercial Payments Implementation Specialist is a pivotal role responsible for partnering with both our internal Payments partners as well as commercial clientele to coordinate post sale implementation of our Commercial Payments products.This individual will ensure the clients requirements are being met while working efficiently and effectively to expedite the time to market for the client.

This role will lead end-to-end processes, manage dependencies, and liaise with stakeholders and customers as part of a team at the front end of innovation. In addition, this individual will be responsible for consulting with and supporting the client while training them on FNBO’s online tools to ensure the clients’ success.

The Commercial Payments Implementation Specialist enhances and optimizes the way products are delivered to our customers. As a key member of the team, this individual creates solutions and efficiencies that enable successful implementations in an expedient and organized way.

This role must have strong organizational skills, high attention to detail, and the ability to muti-task efficiently. They help to coordinate and streamline sales activities to ensure successful client onboarding, implementation, and go-live of Commercial Payments products. They play a critical role in driving efficiency, effectiveness, and customer satisfaction throughout the post-sales process, and are the first set-up experience of any new Commercial Payments customer.

About This Role:

 

Key Responsibilities:

Client Implementation and Onboarding  

• Serve as the primary point of contact for client’s post-sale, guiding them through the onboarding and implementation process for commercial products.
• Coordinate with internal teams, including but not limited to Legal, Credit, Operations, and Customer Support, to ensure timely and seamless client onboarding and setup.
• Manage the collection and review of necessary documentation, contracts, and agreements to facilitate the client onboarding process.
• Anticipate customer implementation needs and operational expectations.

Client Communication and Support

• Maintain open and proactive communication with clients throughout the onboarding and implementation process, addressing any questions, concerns, or issues in a timely and professional manner.
• Serve as a liaison between clients and internal teams, facilitating communication and collaboration to resolve any challenges or obstacles to successful client onboarding.
• Provide proactive problem solving and critical thinking with regards to client issues.
• Maintain clear, consistent, and concise internal communication across multiple teams.

Training and Education

• Coordinate training sessions for clients on commercial products, ensuring they have the knowledge and skills needed to effectively utilize the products post-implementation.
• Collaborate with corresponding Commercial Payments departments on the appropriate internal resources to develop training materials, guides, and resources to support client education and adoption of commercial products.

Process Improvement and Optimization

• Continuously assess and evaluate sales processes and procedures for commercial products post-sale, identifying opportunities for improvement and optimization.
• Communicate potential process enhancements and best practices to streamline workflows, reduce friction, and enhance the overall client experience to leadership for consideration.
• Collaborate with other teams to conduct surveys and gather client feedback.
• Ensure clients have the necessary tools and knowledge to continue a successful program.

Risk Management and Compliance

• Identify and mitigate potential risks or issues that may impact client satisfaction or business outcomes.
• Ensure compliance with Bank’s risk, controls, compliance policies, procedures, and regulatory requirements as well as contractual obligations in all client interactions and transactions.

Professional Development

• Stay abreast of industry trends, market developments, and best practices in sales.
• Seek opportunities for professional development and skills enhancement to continuously improve performance and effectiveness in the role.

The Ideal Candidate for This Role:

 

Qualifications:

• Bachelor’s Degree preferred (Finance, or related field).
• Minimum 3+ years relevant experience in sales support, client onboardin