Onboarding Configuration Specialist I

Nelnet•Lincoln, NE

8d•$23 - $25•Hybrid

About The Position

The Onboarding Configuration Specialist I supports the onboarding of institutions implementing FACTS products and services. The specialist serves as the primary client contact during onboarding, establishes timelines and expectations, coordinates internal and external communication, and ensures products are configured correctly. The role also helps introduce clients to relevant points of contact and coordinates data exchanges with clients and their information systems. The specialist develops and delivers institution-specific training, answers product questions, contributes to customer documentation and training materials, and works with FACTS Operations and Sales teams to support customer satisfaction and a smooth transition out of onboarding. The position includes managing technical and operational aspects of onboarding, maintaining CRM and audit tracking, reporting activities monthly to the Team Leader, and providing phone support across FACTS Operations as needed. The role offers a hybrid work arrangement, with remote work part of the week and in-office presence for collaboration.

Requirements

Associate degree in a related field.
Experience providing excellent client service.
Ability to quickly grasp concepts and apply newly acquired product knowledge when working with institutions.
Strong written and verbal interpersonal and communication skills, including the ability to discuss sensitive issues constructively.
Detail-oriented and creative thinking.
Ability to work as a team player and establish rapport with coworkers.
Excellent customer service skills, including the ability to provide patient and effective instruction in computer applications and other services.
Strong prioritization, organization, and time management skills.
Strong computer skills, including Microsoft Office applications, Web Forms, and the Internet.
Ability to handle stressful situations and meet deadlines.
Positive, self-directed initiative to complete tasks and objectives without supervision.
Ability to work in a fast-paced environment and adapt effectively to change.
Ability to manage workload, proactively request additional resources as needed, and prioritize direction from multiple sources.

Nice To Haves

Bachelor’s degree.
Three years of experience in product service or onboarding.
Solid working knowledge of existing FACTS/NBS Financial and SIS products and applicable stand-alone products.

Responsibilities

Support institutions implementing one or more FACTS products or services as part of the Onboarding Team.
Contact institutions to establish onboarding timelines and expectations.
Work with FACTS Operations and Sales associates to enhance customer experience and satisfaction.
Verify and/or complete the Onboarding Checklist.
Set up and configure FACTS products handled by the FACTS Onboarding Team.
Coordinate data exchanges with clients and their information systems.
Coordinate with other FACTS Operations teams, including Account Management, to ensure a smooth transition from onboarding.
Establish and maintain a training program for client institutions, including customized curriculum and training sessions.
Conduct online training for new institutions and new contacts at existing institutions on the products being implemented.
Contribute to client documentation and training materials by providing customer-request input, developing or maintaining materials, and researching new ways to present materials.
Provide ideas and analysis for enhancements to processes and new or existing product features.
Answer product-specific questions or locate appropriate resources to address questions about FACTS Financial System, stand-alone products, partnership companies, FACTS SIS, and integrations.
Manage the technical and operational aspects of NBS product onboarding.
Provide monthly activity reports to the Team Leader.
Provide phone support and backup for FACTS Operations areas as needed.
Maintain institution tracking in CRM and other internal systems for auditing purposes.