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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in onboarding processes and customer service, with a strong focus on FACTS/NBS Financial and SIS products. Capable of developing training materials and providing effective support to institutions while maintaining detailed documentation and organization.
Highest-signal resume keywords
FACTS/NBS Financial Products KnowledgeCustomer Service ExcellenceOnboarding Process ManagementTraining Development and DeliveryMicrosoft Office Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Onboarding ProcessProduct ConfigurationDocumentation DevelopmentData Exchange CoordinationCRM ManagementWeb FormsTechnical SupportActivity ReportingProduct Knowledge AcquisitionProcess Improvement
Soft Skills
Interpersonal CommunicationDetail-OrientedTeam CollaborationTime ManagementPositive Attitude
Tools & Technologies
Microsoft OfficeCRM SystemsInternet ApplicationsTraining Software
Certifications & Qualifications
Associate Degree in Related Field
Industry Keywords
Customer ExperienceTraining PlansOperational SupportProduct EnhancementsSIS Products
About the role
Key responsibilities & impact- Support institutions implementing one or more FACTS products/services
- Contact institutions to follow up on established training plans
- Provide phone support for the Onboarding phone queue and back up all FACTS areas as needed
- Collaborate with FACTS Operations and Sales teams to enhance customer experience and satisfaction
- Verify and/or complete the Onboarding Checklist
- Coordinate post-configuration data exchanges with clients and their information systems
- Ensure smooth transition from Onboarding with other FACTS Operations teams
- Conduct online training for new institutions and new contacts at existing institutions
- Contribute to, develop, maintain, and improve documentation and training materials
- Provide ideas and analysis for process and product enhancements
- Answer product-specific questions or identify appropriate resources
- Assist the FACTS Onboarding Configuration Team with product setup and configuration
- Manage technical and operational aspects of NBS product onboarding
- Provide monthly activity reports to the Team Leader
- Maintain institution tracking in CRM and other internal systems for auditing purposes
Requirements
What you’ll need- Associate degree in a related field required; Bachelor’s preferred
- Three years of experience in product service or onboarding preferred
- Experience providing excellent customer service
- Solid working knowledge of FACTS/NBS Financial and SIS products and stand-alone products, as applicable
- Ability to quickly grasp concepts and apply newly acquired product knowledge
- Strong written and verbal interpersonal, communication, and presentation skills
- 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 and ability to provide instruction in computer applications and other services
- Strong computer skills, including Microsoft Office applications, Web Forms, and the Internet
- Ability to work in a fast-paced environment, handle stressful situations, work through change, and meet deadlines
- Positive, can-do attitude and strong initiative to complete tasks and objectives without supervision
- Excellent organization and time management skills
- Ability to take direction from multiple sources and prioritize effectively
Benefits
Comp & perks- Medical, dental, and vision insurance
- HSA and FSA
- Generous earned time off
- 401(k) and student loan repayment
- Life insurance and AD&D insurance
- Employee assistance program
- Employee stock purchase program
- Tuition reimbursement
- Performance-based incentive pay
- Short- and long-term disability
- Robust wellness program