Manage the onboarding of members into credit and verification programs by coordinating training sessions, establishing accounts, and providing necessary resources to ensure a seamless transition to our products and services
Serve as the primary point of contact for credit and verification technology (MeridianLink and LOLA), coordinating with stakeholders and distributing communications to customers regarding critical product updates and relevant information
Establish and maintain service engagement rules and guidelines in partnership with customers, ensuring alignment with their operational requirements and preferences
Monitor customer service level agreements (SLAs) to identify performance deviations from established targets and benchmarks, escalating issues and collaborating with the customer service team to determine root causes and implement corrective actions
Gather and analyze customer feedback regarding service delivery challenges and emerging trends to identify opportunities for enhancing the overall customer experience

Demonstrated experience with loan origination processes
Proficiency with MeridianLink Credit and credit verification interfaces for ordering credit reports and related services
Proven client-facing experience with demonstrated ability to engage directly and professionally with clients
Ability to manage complex projects with multiple stakeholders in a collaborative environment
Strong organizational and prioritization skills with demonstrated capacity to manage multiple concurrent projects and meet established deadlines
Excellent verbal and written communication skills, including proficiency in meeting management and stakeholder coordination
Ability to maintain confidentiality and handle sensitive information with professional discretion
Capacity to perform effectively under pressure while maintaining attention to detail and quality standards
Commitment to collaborative teamwork and organizational objectives
Demonstrated ability to operate effectively within agile business environments and adapt to evolving processes
Strong desire and capability to acquire new technical and domain knowledge

Comprehensive insurance plans like Medical, Personal Accident Benefit and Life Insurance
Paid holidays (including the day after Thanksgiving and Christmas Eve), plus 19 days of paid time off, for a total of 28 paid days off per year

Onboarding Manager

Key skills