Member Onboarding Specialist

Reports to:  Director, Member Onboarding and Technical Assistance

Position Summary: The Onboarding Specialist will manage and track the application process to onboard CBA’s members for set up with bureau products.

Essential Duties:

Support the Onboarding process for new and existing members: (85%)

• Steer applications and members efficiently through each phase of the process for bureau services.
• Create new member records in Salesforce database and update information regularly during the onboarding process.
• Review and interpret various tax and business filing documents.
• Collect and assemble application contracts and supporting documents.
• Verify application details, contracts and supporting documents to ensure alignment with bureau requirements.
• Identify and communicate application gaps, errors, and inconsistencies with members. 
• Track the submission of member applications using Form Assembly.
• Enter, update and track application and correction activity using Salesforce, TaskRay and Excel.
• Provide application changes and updates to the Director of Member Onboarding.
• Follow up with member(s) and bureau partners, as necessary by phone and email.
• Field member questions related to application, process, and status.
• Lead calls as scheduled by member for application support.
• Supports Director of Member Onboarding with producing accurate applicant data and statuses.
• Work closely with other departments to improve member experience.
• Provide support to Director of Member Onboarding in updating and creating Onboarding material.
• Create and maintain positive member and bureau relationships.

Special Projects (10%)

• Attend industry and CBA trainings, webinars, and conferences as required by leadership.
• Provide relevant information, history and statuses for billing and Salesforce related audits and grant reporting.
• Provide support to new Onboarding projects with national partners and grant-based projects.
• Participate and provide feedback to improve processes.
• Present in trainings, meetings and/or webinars information and processes relating to Onboarding. 

Other duties as necessary (5%)

Qualifications and Essential Skills

 Required

• Nonprofit experience.
• Self-starter, taking initiative on tasks while checking for any necessary clarification.
• Excellent problem solving and customer service skills.
• Experience in a deadline driven, fast-paced, and collaborative environment.
• Previous experience working on carefully documented, complex processes.
• Ability to clearly articulate details in both verbal and written communication.
• Proficiency in Microsoft Office to include Word, Excel, and Outlook.
• High attention to detail, resourceful problem solving, strong ownership of quality of work product.
• Ability to multitask and manage shifting deadlines.
• Intermediate computer skills and willingness to learn new programs.

Desirable

• Previous project management and project management software experience
• Previous experience in lending and/or financial coaching environment, reviewing tax or legal documents a plus!
• Salesforce experience a plus!

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