Job Description
POSITION TITLE:
Onboarding Specialist
POSITION TYPE:
Full Time
LOCATION:
Milton/ Hybrid (or other location based on client/customer needs)
SUPERVISOR / MANAGER:
Head of Onboarding
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Role Responsibilities
The role of Onboarding Specialist (OS) is to ensure a seamless end to end onboarding experience for our customers taking up brand new systems or enhancements to their existing systems. The OS role owns projects, and not customer accounts. An OS will be engaged from the onset of a customer lifecycle. OS will work closely with the sales and consulting team, project management, quality assurance, implementation and customer success.
Main Duties / Responsibilities
Review signed Business Requirements Documents (BRD’s) and Managed Service Agreements (MSAs).
Responsible for scheduling and managing solution design sessions.
Adhering to project deadlines.
Scheduling and maintaining tasks/activities.
Act as liaison between the customer, client and internal resources during onboarding as necessary.
Monitor customer issues during onboarding, escalating to Project Management when required.
Identify and assist Customer success when issues/risks are identified during the project lifecycle.
Ensuring all phone calls and meetings are followed by a summary email.
Ensure all activities are logged within CRM against the appropriate account including updating project management software as required.
Coordinate Internal walkthrough and documented handover between Tech, CSM and Support.
Create work instructions (WI) for data operations team.
Create customer user guides.
Scheduling of customer training.
Provide customer training on the new system/features.
Direct go-live day support for the customer to the right team.
Customer handover to CSM, Data Ops and Support.
Schedule and lead project retrospectives.
Contribute to ongoing improvement programs.
Completion of tasks and other administrative duties.
Other tasks as directed.
Skills & Experience
Skills
High-level of business process acumen.
High level of organisational skills including multi-tasking ability.
Highly skilled in Microsoft Dynamics Suite.
Experience
Experience working in a high volume and demanding environment.
Experience working across multiple verticals.
3+ years customer service experience.
3+ years in a technology industry.
Performance Goals
Projects are delivered on-budget and on-time.
Process compliance target achievement.
Alignment to RBC Group Values.
Who You Are
Self-motivated and strong sense of accountability.
Personable with excellent team building skills.
Able to think logically and analytically in a problem-solving environment.
Self-sufficient and ability to work with a high degree of autonomy.
A willingness to work and adapt to a fast growing and changing environment.
An open-minded approach to new ideas, practices and methods.
Pleasant and polite manner.
High energy level.
An open, fair, positive ‘can do’ attitude.
A current Australian Driver’s License and a vehicle.
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