Onboarding Specialist & Account Manager

Working Hours:7:00 PM to 5:00 AM Indian Standard Time (IST) . Flexibility within these hours is expected.

Job Type: Full-time

Ability to commute/relocate:

• Andheri, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Job Description:

The Onboarding & Customer Service Specialist (the OCSS) will work with one of our US-based Financial Technology Customers to onboard new potential clients on their behalf. The OCSS will be a primary point of contact for our Financial Technology Customers and their new clients for all new onboardings, while also handling inquiries and taking ownership to solve any issues that may come up during the onboarding.

The ideal candidate will have at least five years of experience in a customer service and sales for US-based companies, with some background within the financial service and/ or the healthcare industry.

Key Responsibilities:

1.Own the End-to-End Onboarding Journey

a.Serve as the primary point of contact for newly signed medical providers throughout onboarding.

b.Manage all phasesfrom contract handoff to platform setup, training, and first referral.

c.Develop tailored onboarding plans based on provider size, specialty, and workflow.

d.Ensure all communication is documented in the Client's CRM system (salesforce).

2.Coordinate Implementation and System Configuration

a.Work directly with our clients to update them on key medical provider needs, deadlines, and other requirements to ensure a seamless onboarding.

b.Set up provider accounts, referral portals, and loan program configurations.

c.Collaborate with internal tech, compliance, and finance teams to ensure smooth integrations and approvals.

d.Adhere to all regulatory and company policies related to loan servicing. Ensure confidentiality and security of client information during the onboarding phase.

e.Troubleshoot setup issues and escalate when necessary.

3.Deliver Training and Enablement

a.Conduct live and virtual training sessions for future onboarding & customer staff (front office, billing, and management).

b.Create and maintain onboarding materials, how-to guides, and process documentation on an ongoing basis to incorporate all the latest changes to the onboarding process

c.Monitor activity metrics & KPIs to ensure successful & smooth onboarding of as many medical providers as possible.

4.Optimize the Provider Experience

a.Gather feedback from newly onboarded medical providers & use that feedback to refine and perfect the onboarding processes.

b.Proactively identify friction points and recommend improvements to internal teams and to our Client.

c.Transition providers to their long-term account manager at the Client once fully launched.

5.Drive Continuous Improvement

a.Track and report on onboarding KPIs (e.g., time-to-launch, activation rate, first-referral rate)

b.Partner with product and operations teams to streamline tools and workflows.

c.Mentor junior onboarding specialists and support scalability initiatives.

• Continuous Improvement:Identify opportunities for process improvements and contribute to enhancing customer service protocols.
• Collaboration:Work closely with other departments of our Financial Technology Customers, such as Collections, Underwriting, and Escalation Teams, to ensure comprehensive service delivery and issue resolution.

Required Qualifications:

• Customer Service Experience:Minimum of 5 years of experience in customer service, preferably within the medical or financial services industry.
• Account Management Experience: Demonstrated ability to manage complex accounts and build long-term business relationships. Track record of growing a team within a Client project and being the key account manager that is explaining deliverables and results to end clients.
• English Communication Fluency:Ability to communicate in American English (written & verbal) with US clients. Applicants must be able to demonstrate at least 3 years working experience working directly with US-based clients.
• Knowledge:In-depth understanding of loan servicing processes, including the related business documentation, payments, interest calculations, and account management. Familiarity with relevant regulations and compliance standards.
• Attributes:Demonstrated ability to handle high-pressure situations with a calm and professional demeanor. Strong organizational skills and the ability to multitask effectively.
• Education:Bachelor's degree in business, finance, communications or a related field required. MBA or related master's degree preferred.

Experience:

• total work: 4 years (Required)

Language:

• English (Required)

Shift availability:

• Night Shift (Required)

Work Location: In person