Financial Onboarding Success Advisor I

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. 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. Annual compensation for this role is $47,000 depending on experience. This position offers a hybrid work option. Nelnet values…