CLIENT ONBOARDING SPECIALIST SUMMARY:

The Client Onboarding Specialist (COS) reports to the Client Onboarding Team Leader and is responsible for providing support and setting up our new customers for the most wonderful onboarding experience. 

As a successful Client Onboarding Specialist, you will educate new customers, help solve technical problems that may arise, and ensure a very smooth adoption of our products and services.  Decisely prioritizes delivering an AMAZING customer experience and this is the first step in the process – why not you?

The ideal candidate is high energy, a pleasant attitude and experienced with web-based technologies, passionate about helping customers, and excels communication via phone and email. You will need to have the ability to quickly learn new technologies and communicate those concepts to customers with varying degrees of technical expertise.  A collaborative approach is key as this role is expected to contribute ideas and initiate tactical improvements to the overall onboarding process.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

•  Provide detailed account walkthroughs and assist new customers with implementation of benefits:
• Manage and monitor new customer installations/onboarding processes, trends and performance from point of sale to group plan establishment via Decisely tracking tools
• Communicate account setup requirements and expectations with customers a well as to key stakeholders
• Educate new customers on Decisely’s toolkit, capabilities, and best practices to simplify adoption and align expectations
• Record customer implementation needs, requests, and questions in ticketing system and communicate such to key Decisely stakeholders
• Work with inter-departmental partner teams to create and implement targeted onboarding strategies and leverage feedback for continuous process improvement for onboarding new customers
• Intuitively develop a cohesive relationships and a deep understanding of our new customers’ business and operational objectives and instinctively listen and confirm customer needs for tremendous outputs

 KEY COMPETENCIES:   

• High school diploma is required but an Associate or bachelor's degree in Business, Marketing or related field is preferred
• Proficient in computer software systems including MS Office and MS Excel
• Working knowledge of customer relationship management software and data analysis
• Excellent motivational skills and works will with a team but also able to work alone
• Strong communication and interpersonal skills and dedication to customer satisfaction
• Excellent time management and organizational skills and the ability to multitask and prioritize tasks and competing deadlines
• Knowledge of onboarding practices and the most efficient customer service techniques
• Ability to interpret onboarding metrics and perform data entry
• Ability to pay strong attention to detail

 EDUCATION and/or EXPERIENCE:   

• Must have working knowledge of a variety of Microsoft Office computer software applications to include word processing, spreadsheets, database, and presentation software
• Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands
• Must have high level of customer service (external customers and internal customer service) and interpersonal skills to handle sensitive and confidential situations
• Position continually requires teamwork, demonstrated poise, tact, and diplomacy.
• High school diploma or G.E.D. equivalent required Associates or College Degree and some related experience preferred
• Some knowledge of and/or experience in the insurance industry
• Life and Health License preferred

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.

Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Ability to travel independently to clients; some air travel may be required.