Customer Onboarding Operations & Insights Analyst

Summary

Join Human Interest, a high-growth fintech company revolutionizing the retirement industry, and contribute to our mission of ensuring all working Americans have access to retirement benefits. As an Onboarding Operations Specialist, you will play a crucial role in optimizing our customer onboarding processes, collaborating with various teams, and driving efficiency improvements. You will analyze data, identify bottlenecks, and implement solutions to enhance workflows. This role requires strong analytical, problem-solving, and communication skills, along with experience in business or sales operations. The ideal candidate is process-driven, detail-oriented, and comfortable working in a fast-paced environment. Human Interest offers a competitive compensation package, including a robust benefits suite and opportunities for professional growth.

Requirements

• 3+ years of experience working in business operations or sales operations
• Excellent organizational, project, and time management skills. Can juggle multiple tasks with varying deadlines and stakeholders effectively
• Excellent verbal and written communication skills
• The ability to maintain standards for reliability and performance of production
• Strong problem-solving and analytical skills
• Critical/Logical Thinking
• Meticulous attention to detail - rarely making typos and noticing discrepancies that others would miss
• Experience working with various collaborative systems such as Salesforce, Tableau, Google and Smartsheet
• A self-starting attitude and desire for learning new programs and systems and widening your knowledge base about the retirement industry and our product
• Experience working in a fast-paced, high-growth software company where change is a constant

Responsibilities

• Evaluate existing onboarding processes to identify inefficiencies, develop comprehensive improvement plans, and execute changes to optimize workflows
• Analyze onboarding data and insights to identify trends, bottlenecks, and areas for process improvement, providing data-driven recommendations to stakeholders for informed decision-making
• Collaborate cross-functionally with various departments (including Sales, Customer Success, and Engineering) to build, improve, and optimize systems and tools utilized by the onboarding team
• Contribute to strategic initiatives aimed at boosting revenue growth, aligning with overall company objectives
• Create, and track all onboarding targets, ensuring alignment with organizational goals while providing regular updates on progress
• Work with Customer Onboarding teams to troubleshoot issues to ensure there are no delays in the onboarding process
• Ensure our product meets customer and partner expectations by executing quality assurance testing as needed
• Manage case and project load effectively, and follow up with internal stakeholders as required
• Monitor onboarding procedures & reporting, maintain problem logs, and report issues to managers and product developers
• Assist Onboarding Operations Manager by planning, tracking, documenting, and reporting quality levels, as well as coordinating any further functions relating to the operations of onboarding
• Assist in building out tools and tracking to help construct/change processes and procedures that enables the onboarding team to successfully monitor and manage workloads efficiently

Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie