A&E Onboarding

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology, education services, and learning management solutions to education and faith-based organizations, serving more than 1,300 higher education institutions, 11,500 K-12 schools, 3,500 churches, 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.

 

As a Nelnet company, the perks at NBS go beyond our benefits package. You’re 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 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.

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.

Hourly wage for this role is: $20.00

EDUCATION:

Associate degree in related field (Bachelor’s 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 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 comple