Job Description
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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