Remote
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.
Wage for this role is: $22.60/hour
EDUCATION:
Diploma
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 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 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.
