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Onboarding Specialist
NorthStar Financial Services
Omaha, NE, United States
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Description
All aboard! Are you a welcoming person who gives 110% for providing customer service?
Orion has a role on their Onboarding team called Onboarding Specialist that is the primary point of contact between customer, Orion Account Managers and Analysts, Orion Programming, Orion Sales and Orion Tech Support. Wow, that’s a lot of people! We need someone who can help ensure a successful setup to the Orion platform for each and every new client!
What does this role do?
• Manages process between onboarding and subject matter expert teams to determine when advisor will transition to an internal premier service team or general service model
• Researches all aspects of advisor's practice to be used in conversion process
• If applicable to client, works with client to obtain historical data from client’s previous provider
• Oversees timeline of conversion project with the historical analyst team to ensure project timelines are being met
• Prove accuracy of historical conversion projects by facilitating the compare of performance and quarterly reports to the customer’s previous provider
• Reviews Information from Schedule D, creates Project Plan, and provides status updates during weekly conference calls
• Sends audit files to client and develops timelines for initial quarterly statement run
• Processes client requests regarding creation, update or cancellation of client, registration, and account or billing information
• Makes decisions based on facts and circumstances for committing Orion resources to meet advisors timeline
• Responsible for setting up entire database framework
• Leads weekly status phone call with client to ensure all target dates are being met, all assigned weekly training has been completed by client and all outstanding questions for client have been answered
• Obtains required information from advisors and fund families in order to get new data feeds in working order
• Determines and implements database settings for performance evaluations for quarterly reporting
• Tracks and maintains all customer interactions via Salesforce.com CRM
• Collaborates with SME teams to ensure Advisors are trained on Orion Connect prior to completion of initial onboarding
• Determines advisor specific information according to Schedule D to be included in "Salesforce" to ensure all clients are prepared to move to OAS Service Model.
What skills should I have already?
• Knowledge and understanding of project management concepts and discipline
• Knowledge and understanding of Salesforce CRM preferred
• Advanced knowledge and understanding of Orion Connect system
• Effective written, listening and verbal communication skills including the ability to communicate technical information to nontechnical personnel
• Effective problem solving, organization and cost-benefit analysis skills
Education and Experience needed:
• Minimum of a Bachelor's degree in Business Administration, Finance or related field required
• Certification in project management preferred
• Minimum of 1 year of implementation/onboarding management experience required
• Minimum of 1 year of experience in Account Manager role or Orion Advisor Services position required
• Experience working within financial services, technology, or customer service industries
• Orion Series 65 certification must be obtained within 90 days of employment
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