Onboarding Configuration Specialist I

The Onboarding Configuration Specialist I is the key player for effective communication and onboarding of schools who are utilizing FACTS products and services. This position will serve as the primary point of contact for a client during the onboarding phase of a product or products. The Onboarding Configuration Specialist I will also facilitate internal/external business calls to ensure the correct setup of products and to introduce points of contact for the client., * Provide support as part of an overall Onboarding Team to an Institution implementing one or more FACTS products/services.

• Contact institutions to establish onboarding timelines and expectations.
• Work closely with associates from other FACTS Operations teams and/or Sales Team to enhance the customer experience and satisfaction.
• Verify and/or complete the Onboarding Checklist.
• Setup and configure the FACTS Products handled by the FACTS Onboarding Team.
• Coordinate 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.
• Establish and maintain a training program for client institutions, including curriculum and training sessions customized for the institution’s needs.
• 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.)
• Overall management of technical and operational aspects for NBS product Onboarding.
• Provide monthly reporting of activities to the Team Leader.
• Provide phone support and back-up for all areas of FACTS Operations as needed.
• Maintain institution tracking in CRM and other internal tracking required for auditing purposes.

• Associate degree in related field (Bachelor’s degree preferred)., * Three years of experience in product service or onboarding preferred.
• Experience providing excellent client service.
• Solid working knowledge of existing FACTS/NBS Financial and SIS products, stand-alone products (as applicable).

COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES:

• Ability to quickly grasp concepts and apply newly acquired product knowledge when working with institutions.
• Strong interpersonal and communication 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.
• Excellent prioritization, organization, and time management skills.
• Strong computer skills, including experience using Microsoft Office applications, Web Forms, and the Internet.
• Ability to handle stressful situations and meet deadlines.
• A positive can-do attitude and strong initiative to get tasks and objectives completed without supervision.
• Ability to work in a fast-paced environment and effectively work through change.
• Excellent organization, prioritization, 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.

Compensation for this role is $22.60- $25.00 an hour, depending on experience.

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.