Onboarding Manager

**PRIMARY RESPONSIBILITIES**

• Manage the onboarding of members into credit and verification programs by coordinating training sessions, establishing accounts, and providing necessary resources to ensure a seamless transition to our products and services
• Serve as the primary point of contact for credit and verification technology (MeridianLink and LOLA), coordinating with stakeholders and distributing communications to customers regarding critical product updates and relevant information
• Establish and maintain service engagement rules and guidelines in partnership with customers, ensuring alignment with their operational requirements and preferences
• Monitor customer service level agreements (SLAs) to identify performance deviations from established targets and benchmarks, escalating issues and collaborating with the customer service team to determine root causes and implement corrective actions
• Gather and analyze customer feedback regarding service delivery challenges and emerging trends to identify opportunities for enhancing the overall customer experience