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 Finastra provides the broadest portfolio of financial services software. It was founded in 2017, and is headquartered in Paddington, Westminster, GBR, with a workforce of 10001+ employees. Its website is