Onboarding Manager

Fintech-posted 6 months ago
Full-time • Mid Level
Tampa, FL
Real Estate
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Join the Fintech Client Services Team in Tampa as an Onboarding Manager! The Onboarding Manager position ensures successful implementation of retailer and distributor relationships. The position encompasses a unique combination of customer support, problem-solving, financial operations support, technical assistance and other functions key to our Company's philosophy of providing excellent customer service. The Onboarding Manager ensures successful enablement and installation of new customer locations and relationships, manages retailer and vendor (distributor) rollouts and maintains complete and accurate customer information. The Onboarding Manager serves as the primary customer contact through the implementation process. This position will have a special focus on retailers and vendors 'customer experience' with Fintech. The Onboarding Manager establishes rapport with customers and provides outstanding customer service. This individual will be accessible and cultivate relationships with customers. The Onboarding Manager will identify and verify setup requirements with the customer, keep the customer abreast of what stage their setup is in and any issues, and ensure the customer is well trained and prepared for go-live.

  • Handles retailer and distributor enrollments, projects, mergers, and resets
  • Ensuring all customer calls and email requests are responded to appropriately and on a timely basis
  • Prepares, maintains and executes enrollment projects resulting in timely and successful results
  • Generate new revenue from existing customers through up-selling and cross-selling of other Fintech products and services
  • Communicate internally and externally status of new enrollments
  • Maintain knowledge of Fintech policies, products, services and internal procedures
  • Interact with Sales Rep to ensure all parties are aware of set up status of account
  • Ability to successfully action cases, phone calls and email boxes
  • Maintain professional skills to ensure customer satisfaction
  • Formulate recommendations for system enhancements and process improvements to increase efficiencies within the Client Services department and customer end-user experience
  • Keep Management apprised of critical customer situations
  • Timely perform maintenance on customer accounts as part of set up process
  • Create and maintain customer locations and relationships in the Fintech databases
  • Obtain and evaluate all relevant information to handle product and service inquiries
  • Assist with updating SOP's and creating training documentation for internal and external use
  • Promotes positive interactions with all Fintech business units
  • Other tasks as assigned
  • 2 years customer service experience
  • Inter-Personal Skills
  • Verbal and Written Communication Skills
  • People-oriented and customer-focused
  • Problem analysis and problem-solving
  • Solution Knowledge
  • Strategic Thinking
  • Detail-oriented
  • Exceptional organizational skills and the ability to prioritize assignment
  • Ability to produce results quickly
  • Motivated, independent, able to work under pressure and meet deadlines
  • Must be fluent Windows user with a basic understanding of database operation
  • Proficiency in a number of different software applications (i.e. Word, Excel, PowerPoint, Outlook)
  • Project Management and ACH processing a plus
  • Experience in helpdesk or ticketing system a plus
  • Employer Matched 401K
  • Company Paid Medical Insurance Option for Employee and Dependent Children
  • Company Paid Dental Insurance for Employee
  • Company Paid Vision Insurance for Employee
  • Company Paid Long and Short-Term Disability
  • Company Paid Life and AD&D Insurance
  • 18 Paid Vacation Days a Year
  • Six Paid Holidays
  • Employee Recognition Programs
  • Incentive Compensation
  • Community Outreach Opportunities
  • Business Casual Dress Code
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