Job description
At Apiture, our mission is to empower financial institutions to know and serve their clients with the care of a traditional community institution at the scale, speed, and efficiency required in today's digital world. With more than 300 clients throughout the U.S., we deliver comprehensive online and mobile solutions that support banks and credit unions, ranging from small community financial institutions to new, innovative direct banks.
Summary:
The Operations Specialist in Apiture's Professional Services Team will serve as an ambassador of Apiture's values and brand promises – to be capable, committed, composed, and compassionate while delivering a one-of-a-kind net-new implementation experience that is unparalleled in the FinTech space. In this role, they will serve as a key contributer in creating processes and procedures that ensure that the Apiture customer journey remains innovative, streamlined and cost-effective; across Implementations and Client Delivery Requests.
Location:
We have offices in Wilmington, NC and Austin, TX and while some positions are office based, we will also consider remote candidates depending on their time zone.
Responsibilities:
- Under the guidance of Professional Services Leadership, be responsible for the continued development, analysis and management of proactive reports, dashboards, and other data needs as needed by Apiture leadership related to the customer journey.
- Assist with customer touch-point audits for all customer interactions with the Professional Services Team.
- Assist with the creation and management of customer-journey experience and business workflow maps, ensuring they are kept up to date and reviewed and improved on a regular basis.
- Identify opportunities to automate obtaining client information and client requirements.
- Serve as specialist for developing professional services systems integration and automation.
- Assist with defining and implementing new ways to enhance the net-new launch and CDR customer experience.
- Support and assist with the management of project plans that execute on enhancements to the customer on-boarding experience.
- Serve as a Subject Matter Expert for Portal Case Management workflow
- Represent the team's mission of creating a one-of-a-kind, unparalleled experience in the industry.
- Inspire a shared vision by thinking critically and working with your leadership and colleagues to creatively adapt and prepare for future trends and industry changes.
- Challenge the process by always looking for creative solutions and how we can enhance the customer journey and improve the customer's experience.
- Support the implementation, training, and continual process improvement for internal and client journey improvements
Skills:
- Exceptional written and verbal communication skills
- Strong interpersonal and presentation skills
- Strong desire to learn
- Strong troubleshooting and problem-solving skills, data analysis, decision making, good initiative, and judgement
- Organizational skills and ability to multi-task
- Demonstrated experience with Lucid, SalesForce, Confluence, SharePoint, SmartSheets, Jira, Aha, or similar product sets.
Requirements:
- Bachelors degree required
- BPM certification preferred
- Prior Project Management experience preferred
- Prior process improvement experience
- Prior banking/credit union and/or FinTech experience required; 2-5 years
- Strong background in project or program management required; 2-5 years
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