ePayPolicy offers easier payment tools, built for insurance. ePayPolicy's products bring insurance payments up to speed for agencies, carriers, MGAs, and PFCs, with secure online payment pages, automated check processing, and payables reconciliation. 6,500+ insurance companies trust ePayPolicy and our expert, live support team to handle their payments every day.
We’re based in Austin, TX, and have clients in all 50 US states and Canada. Founded in 2014, we have the support and backing of Serent Capital, one of the top private equity firms in the US that invests in high-growth software and services firms and manages over $2B in committed capital.
Job description
We’re looking for an Onboarding Specialist who is obsessed with delivering world-class service to join our vibrant company that’s growing fast. This individual will be responsible for training and guiding new customers through the implementation & adoption of our services. They will also be responsible for onboarding new employees of ePayPolicy with the goal of getting them ramped up in their specific role. During these training sessions, the Onboarding Specialist will work to ensure that each new client/employee is familiar with the product by means of virtual presentations, demos, walkthroughs as well as Q&A sessions.
In this role, you will:
- Educate customers and employees, optimizing their knowledge of ePayPolicy’s products and services and achieving the quickest path to success.
- Conduct Orientation and Training: facilitate new hire orientation sessions and ensure completion of onboarding training.
- Understand customer context and goals and provide product information to best serve those goals.
- Organize and Execute Onboarding: coordinate the onboarding process for new employees, ensuring a smooth transition by providing necessary information and resources.
- Provide materials to help customers learn best practices to achieve their desired outcomes faster and more efficiently while increasing adoption of ePayPolicy’s products & services.
- Work closely with Sales team to ensure new clients receive their onboarding in an efficient and robust manner
- Identify areas of opportunity for improvement, with the customer and employee experience top of mind.
- Address concerns and answer questions from new customers as they begin taking electronic payments
- Identify opportunities (additional products) that could further assist in customers’ adoption of our platform and maximize payments
- Make outbound calls to those customers who have yet to complete training or need to reschedule
What you bring:
- Great communicator. You’re able to navigate and control conversations as well as set proper expectations with both customers and employees through the onboarding process
- You’ve been an Onboarding Specialist or Trainer and enjoy helping clients adopt new services
- You're able to think on your feet and solve problems
- You love being customer-facing, talking with customers, and you seek to understand how we can improve and over-deliver on expectations
- Empathy: You focus on understanding the needs and concerns of customers and employees, helping create a positive experience.
- You're able to pick up new concepts quickly and teach others
- Familiarity with the insurance or payments industry is a plus
- You’re a good teammate and always do what is in best interest of your team
- You have a growth mindset and love getting & giving feedback so you and the company can improve
Why ePayPolicy
- Competitive salary
- Comprehensive benefits package with employer-paid basic life and disability premiums
- Hybrid schedule
- 401K
- Unlimited PTO
- Company-sponsored quarterly “ePayItForward” initiatives
- Supportive and inclusive company culture with a focus on work/life balance and overall wellness
- Fully stocked kitchen in the office
- Lunch stipend for those working onsite
- Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)
- Huge opportunity for growth
We operate on a hybrid schedule for in-office employees. Standard schedules are three days per week in the office, however, the cadence and days are determined by each team and manager.
ePayPolicy Hiring Practice
We value diversity at ePayPolicy. The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status, or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.
