Configure and implement support products i.e. Digital, Onboard and Lend
Document client and internal discussions and decisions.
Conduct client meetings and provide consultation to the client during the conversion and implementation process.
Demonstrated ability to lead, mentor, and develop high-performing teams
Provide conversion and implementation support to both internal and external clients utilizing phone, email, and other communication methods as applicable.
Familiarity with emerging AI tools and technologies to enhance productivity, streamline workflows, and support client implementations.
Support ongoing client operational issues by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action.
Communicate progress and any potential problems to management for awareness and/or resolution.
Review Product Release documentation to understand necessary configurations needed to test new features and functionality
Test new features and functionality
Develop and maintain procedures that are essential to client implementations
Engage with clients and evaluate readiness for conversion.
Be responsible for pre-conversion remote and on-site client assistance to ensure data integrity, which may include third party interfaces.
Analyze and conduct root/cause analysis on incidents during the implementation process.
Develop and maintain the tools used to ensure the efficiency and effectiveness of the conversion and implementation process.
Maintain flexibility in schedule to allow for occasional travel.
Perform all other related duties as required or assigned.
Requirements
Bachelor’s degree in related field
5+ years of banking or fintech experience, with at least 2+ years in a leadership or supervisory role
Knowledge of customer service techniques and standards
Strong working knowledge of online banking, onboard and lend platforms
Proven ability to manage client meetings
Proven development and motivational skills
Several years of banking experience preferred
Strong familiarity with operations support management hardware/software
Working knowledge of Google Suite and Microsoft Office
Working knowledge of JIRA, Confluence and Smartsheets
Strong verbal and written communication skills
Effective public presentation skills
Diligent Time Management and analytical skills
Process and detail oriented
Benefits
Annual Cash Bonus and Equity Options commensurate with the role level and experience