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Onboarding Success Advisor I

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Nelnet

Feb 17, 2025

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Education & Teaching
  • Lincoln
  • Quick Apply

AI generated summary

  • You need an associate degree (BA preferred), 3 years in product service/onboarding, strong communication, excellent customer service skills, and proficiency in Microsoft Office.
  • You will support institutions during onboarding, conduct training, manage data exchanges, assist in product setup, collaborate with teams, and maintain documentation and tracking in CRM.

Requirements

  • Associate degree in related field (Bachelor’s preferred).
  • Three years of experience in product service or onboarding preferred.
  • Experience providing excellent customer service.
  • 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.

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.

FAQs

What is the salary for the Onboarding Success Advisor I position?

The wage for this role is $22.60/hour.

What educational qualifications are required for this position?

An Associate degree in a related field is required, with a Bachelor's degree preferred.

How much experience is preferred for applicants?

Three years of experience in product service or onboarding is preferred, along with experience providing excellent customer service.

What are the main responsibilities of the Onboarding Success Advisor I?

Responsibilities include providing support to institutions implementing FACTS products, conducting online training, answering inquiries, maintaining communication with other teams, and managing onboarding processes.

Are there opportunities for training and development in this role?

Yes, the position involves conducting training sessions for new institutions and contributing to documentation and training materials.

What skills are essential for success in this role?

Essential skills include strong interpersonal and communication skills, attention to detail, excellent customer service, strong computer skills, and the ability to manage time effectively.

What type of benefits does Nelnet offer?

Nelnet offers a comprehensive benefits package including medical, dental, vision, HSA and FSA, 401K, student loan repayment, life insurance, short- and long-term disability, and more.

Is experience with FACTS/NBS products necessary for this position?

While solid working knowledge of existing FACTS/NBS Financial and SIS products is preferred, the ability to quickly grasp concepts and apply product knowledge is also essential.

What is the work environment like for the Onboarding Success Advisor I?

The role requires working in a fast-paced environment and effectively managing multiple tasks and priorities, while maintaining a positive attitude.

Does Nelnet support equal opportunity employment?

Yes, Nelnet is an Equal Opportunity Employer and complies with various affirmative action laws to ensure fair treatment in employment.

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Nelnet

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Technology
Industry
5001-10,000
Employees

Mission & Purpose

Nelnet is a leading student loan servicer – but we’re even more than that. We provide payment technology for over 1,300 higher education institutions and 11,500 K-12 schools. We deliver world-class fiber internet, TV, and phone services to residents of Nebraska and Colorado. We help borrowers achieve their educational goals with private student loan and refinance solutions. And we help businesses boost their performance with our cutting-edge technology and trusted expertise. Each day, over 6,500 Nelnet associates in more than 30 communities across the country work to serve our customers and make their dreams possible. And we’re on the lookout for new people to help us go even further.