Job Description
The Director, Onboarding will partner with Retail and Wholesale Sales leaders as well as CS leaders to ensure clients and members have a smooth and successful transition from their enrollment experience to their servicing experience. They will work to build scalable and flexible teams that are dedicated to our client’s and member’s success.
The successful candidate will drive improvement in Welcome Call delivery metrics and drafting outcomes through testing and implementation of concepts that drive engagement with program tools and resources. In addition, the candidate will audit program guidelines to ensure systems and processes are working as designed.
What you’ll do:
Develop and lead multi-functional and scalable onboarding operational teams and processes.
Lead a team of 100+ teammates and drive a positive employee experience with a “people first” based culture. Encourages and creates opportunities for growth, development and high engagement amongst the team.
Effectively communicates the strategy and vision to all levels of the organization, key stakeholders and executives.
Partner cross-functionally with Sales, Service, Negotiations, and Technology to develop strategies that improve program performance.
Effectively builds relationships and collaborates with stakeholders at various levels of the organization.
Continuously assess the performance of Welcome Call outcomes and develop strategies to improve client/member success.
Audit underwriting operations to assess system and process controls are sufficient and produce intended program outcomes.
Leverage workforce planning and to ensure the appropriate staffing is in place to meet goals and objectives.
Handling escalated issues involving both internal and external clients
Effectively communicating change
Problem-solving for internal as well as external issues
Special projects directly related to enhancing the performance of the team
Qualifications
What you’ll bring:
BA/BS degree is highly preferred.
7-10 years’ industry experience leading servicing and operations functions in a fast based, growing environment.
7+ years’ leading a staff of increasing scope with demonstrated success of creating a highly engaged, productive workforce.
Experience designing and executing robust strategic initiatives.
Excellent communication and relationship building skills.
Demonstrated expertise in ACH rules and regulations.
Additional Information
Achieve well-being with:
- Hybrid work opportunities
- 401 (k) with employer match
- Medical, dental, and vision with HSA and FSA
- Sick time off
- Access to wellness support through Employee Assistance Program, Talkspace, and fitness discounts
- Pet care discounts for your furry family members
- Financial support in times of hardship with our Achieve Care Fund
- A safe place to connect with other employees through our six employee resource groups
Join Achieve, change the future.
At Achieve, we’re changing millions of lives.
From the single parent trying to catch up on bills to the entrepreneur needing a loan for the next phase of growth, you’ll get to be a part of their journey to a better financial future. We’re proud to have over 3,000 employees in mostly hybrid and 100% remote roles across the United States with hubs in Arizona, California, and Texas. We are strategically growing our teams with more remote, work-from-home opportunities every day to better serve our members. A career at Achieve is more than a job—it’s a place where you can make a true impact, have a sense of belonging, establish a fulfilling career, and put your well-being first.
Attention Agencies & Search Firms: We do not accept unsolicited candidate resumes or profiles. Please do not reach out to anyone within Achieve to market your services or candidates. All inquiries should be directed to Talent Acquisition only. We reserve the right to hire any candidates sent unsolicited and will not pay any fees without a contract signed by Achieve’s Talent Acquisition leader.
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Company Description
Achieve is a leading digital personal finance company. We help everyday people move from struggling to thriving by providing innovative, personalized financial solutions. By leveraging proprietary data and analytics, our solutions are tailored for each step of our member's financial journey to include personal loans, home equity loans, debt consolidation, financial tools and education. Every day, we get to help our members move their finances forward with care, compassion, and empathetic touch. We put people first and treat them like humans, not account numbers.
