Onboarding Configuration Specialist I

About the role

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 Configuration Specialist I is the key player for effective communication and onboarding of schools who are utilizing FACTS products and services.

This position will serve as the primary point of contact for a client during the onboarding phase of a product or products. The Onboarding Configuration Specialist I will also facilitate internal/external business calls to ensure the correct setup of products and to introduce points of contact for the client. 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 for this role is $22.60- $25.00 an hour, depending on experience. JOB RESPONSIBILITIES: Provide support as part of an overall Onboarding Team to an Institution implementing one or more FACTS products/services. Contact institutions to establish onboarding timelines and expectations.

Work closely with associates from other FACTS Operations teams and/or Sales Team to enhance the customer experience and satisfaction. Verify and/or complete the Onboarding Checklist. Setup and configure the FACTS Products handled by the FACTS Onboarding Team. Coordinate 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. Establish and maintain a training program for client institutions, including curriculum and training sessions customized for the institution's needs. 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.) Overall management of technical and operational aspects for NBS product Onboarding. Provide monthly reporting of activities to the Team Leader.

Provide phone support and back-up for all areas of FACTS Operations as needed. Maintain institution tracking in CRM and other internal tracking required for auditing purposes. EDUCATION: Associate degree in related field (Bachelor's degree preferred). EXPERIENCE: Three years of experience in product service or onboarding preferred. Experience providing excellent client service.

Solid working knowledge of existing FACTS/NBS Financial and SIS products, stand-alone products (as applicable). COMPETENCIES - SKILLS/KNOWLEDGE/ABILITIES: Ability to quickly grasp concepts and apply newly acquired product knowledge when working with institutions. Strong interpersonal and communication 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. Excellent prioritization, organization, and time management skills.

Strong computer skills, including experience using Microsoft Office applications, Web Forms, and the Internet. Ability to handle stressful situations and meet deadlines. A positive can-do attitude and strong initiative to get tasks and objectives completed without supervision. Ability to work in a fast-paced environment and effectively work through change.

Excellent organization, prioritization, 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. #LI-Hybrid #LI-CW1 Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program.

Click here to learn more about our benefits: Benefits & Perks - Nelnet Inc Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. We value the unique contributions of every team member and believe that a positive work environment benefits everyone. Nelnet is a Drug Free and Tobacco Free Workplace.

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