A&E Onboarding Success Advisor I

Nelnet•Lincoln, NE

7d•$40,000 - $45,000•Hybrid

About The Position

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. 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. This position offers a hybrid work option. Nelnet values flexibility and understands the importance of work-life integration. Our hybrid work environment allows associates to work remotely for part of the week, while also fostering collaboration and team connection through in-office presence. Please note that we are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship. Compensation range for this role is $40,000-$45,000 annually, depending on experience.

Requirements

Associate degree in related field (bachelor’s preferred) or equivalent professional experience.
Three years of experience in product service or onboarding preferred.
Experience providing excellent client service.
FACTS Financial or SIS end-user experience preferred.
CRM project management experience preferred.
Project management experience preferred.
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.
Ability to handle conflict resolution.
Candidates must already be authorized to work in the United States without the need for current or future sponsorship.

Nice To Haves

Associate degree in related field (bachelor’s preferred)
Three years of experience in product service or onboarding
FACTS Financial or SIS end-user experience
CRM project management experience
Project management experience

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.