Onboarding Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the onboarding process for members into credit and verification programs by organizing training sessions, setting up accounts, and supplying essential resources to facilitate a smooth transition to our products and services.

• Act as the main contact for credit and verification technology (MeridianLink and LOLA), liaising with stakeholders and communicating vital product updates and relevant information to customers.

• Develop and uphold service engagement rules and guidelines in collaboration with customers, ensuring alignment with their operational needs and preferences.

• Track customer service level agreements (SLAs) to detect performance discrepancies from established targets and benchmarks, escalating issues as necessary and working with the customer service team to identify root causes and implement corrective actions.

• Collect and analyze customer feedback on service delivery issues and emerging trends to pinpoint areas for improving the overall customer experience.

⛳️ Requirements

• Proven experience with loan origination processes.

• Proficient in MeridianLink Credit and credit verification interfaces for ordering credit reports and related services.

• Established client-facing experience with a successful track record of engaging directly and professionally with clients.

• Ability to lead complex projects involving multiple stakeholders in a collaborative setting.

• Strong organizational and prioritization abilities, with a demonstrated capacity for managing multiple concurrent projects and meeting deadlines.

• Excellent verbal and written communication skills, including expertise in meeting management and stakeholder coordination.

• Ability to uphold confidentiality and manage sensitive information with professional discretion.

• Capability to perform effectively under pressure while maintaining a keen focus on detail and quality standards.

• Commitment to teamwork and alignment with organizational goals.

• Proven ability to operate effectively within agile business environments and adapt to changing processes.

• Strong desire and capability to gain new technical and domain knowledge.

🏝️ Benefits

• Comprehensive insurance coverage including Medical, Personal Accident Benefit, and Life Insurance.

• Paid holidays (including the day after Thanksgiving and Christmas Eve), in addition to 19 days of paid time off, totaling 28 paid days off annually.