Onboarding Analyst
Finastra is a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. The Onboarding Analyst role involves providing exceptional service to customers, ensuring a smooth onboarding experience, and supporting user adoption through training and troubleshooting. This position requires collaboration with sales and marketing teams to enhance client communications and product usage.
Responsibilities
- Design and implement end-to-end onboarding experience for new and prospective users of Filogix Expert Pro, ensuring tailored training and setup support
- Deliver personalized training sessions and live demonstrations to accelerate user adoption
- Design enablement materials including video tutorials, manuals, and user journey guides to enhance platform learning
- Implement data-driven onboarding strategies using Pendo to measure training success and identify improvement areas
- Provide frontline client support and troubleshooting to ensure seamless user experiences
- Represent Filogix at industry events to strengthen broker and lender relationships and gather market feedback
- Support social media and marketing initiatives to enhance client communications and brand presence
- Collaborate with the sales team to align customer needs with tailored solutions across Expert Broker and Expert Pro
- Leverage data and client feedback through Microsoft Dynamics 365 to generate insights and support product enhancements
- Strengthen client relationships by providing consistent, efficient service and end-to-end support
Skills
- Minimum 1-2-year experience in a client support environment
- PC Hardware and Software troubleshooting experience
- Superior written and verbal communication skills. Additional languages would be considered an asset
- Previous experience using chatbot, digital communication engagement with customers
- Strong browser & Experience with Multiple Operating Systems support
- Ability to work independently, apply judgment, maintain stable performance under stress and flexibility in an evolving work environment
- Bachelor's degree or related/equivalent experience
- Product support, cross-selling opportunity and some sales experience would be an asset
- Mortgage broker or lending origination experience will be considered a strong asset
- Mortgage industry knowledge and Lending knowledge is a strong asset
Benefits
- Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
- Well-being: Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.
- Medical, life & disability insurance, retirement plan, lifestyle and other benefits•
- ESG: Benefit from paid time off for volunteering and donation matching.
- DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
- Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
- Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
- Specific benefits may vary by location.
Company Overview