Coordinate and supervise the day to day operations of the onboarding team providing the highest level of internal support and guidance including but not limited to; training and development of onboarding new clients (sellers/lenders), client maintenance, ensuring agreements and orders are in compliance to revenue & company policy and processed timely.
Staff Development & Onboarding Compliance: Train and provide or identify development opportunities for the staff.
Effectively supervise the teams productivity to ensure SLA commitment (service level agreement) and direct the necessary daily activity to ensure client satisfaction and business objectives are being met.
Responsible for monthly audits; ensure all service request within Cherwell ticketing system are processed accurately and timely for revenue recognition.
Resolve and track issues / inquiries from Sales as they arise and address root-cause problems to facilitate a higher level of efficiency and effectiveness in system processes.
Provide input for on-going development and improvement on systems and operation processes, enabling repeatable processes, scalability, and the support of new business initiatives.
Maintain security and integrity controls of all confidential client data and account information.
Assist with the creation of a comprehensive training program for staff, related to product support.
Make recommendations for process enhancements related to assigned systems/ products with the goal of improving service to customers.
Ensures policy and procedural changes are communicated to the staff and appropriate departments.
Participate in department audits, working with auditors and updating or report recommended solutions.
Collaborate with varies departments to resolve client and internal support issues.
Provide analysis and reporting related to service request and/or client setups.
Work to develop a Knowledge Base process to capture information to be organized, shared and utilized.
Actively participate in the product management, product development, product sales end to end life cycle from a operations perspective.
Requirements
A Bachelors Degree in Business, Business Administration, Information Management, or the equivalent of experience
A minimum of 3 years experience working in an Operations environment, driving improvements that have resulted in measurable business impact
A minimum of 2+ years experience in a supervisor or lead capacity.
Excellent business communication, organizational and project management skills
Strong computer skills
Ability to create structure in ambiguous situations and design effective processes
High level of resourcefulness to be able to independently seek out resolutions
Experience building dynamic and collaborative teams remotely
Experience hitting goals and aligning a team around metrics
Experience using CRM tools such as: SalesForce, DocUsign, Cherwell ticketing systems and Clickup project management
Strong verbal, written, analytical, and interpersonal skills.
Ability to organize and prioritize work and meet deadlines.
Working knowledge of all major software applications.
Excellent knowledge on PC based computer systems, including Microsoft Word and Excel.
Knowledge of SQL database functions helpful.
Tech Stack
SQL
Benefits
Flexible Working Environment
Paid Time Off
401k (8% match)
College Tuition Benefits/ Tuition Reimbursement
Good Benefits options
Company Culture! Cultural and Holiday celebrations, Theme days like Star Wars Day & Bring your Kids to Work Day, Monthly Townhalls and Quarterly Company Meetings that ensure awareness, inclusion, and transparency.