Customer Enablment Specialist

Every day, ePayPolicy helps over 10,000 insurance companies speed up incoming and outgoing payments. By helping them move from manual, outdated forms of payment collection to modern payment tools, we help their companies work faster and more efficiently. (Check out our almost 5-star customer reviews.)

How do we do it? With powerful payment tools that just work. Our secure, online ACH and credit card payment page is the core product for many of our companies. But we also provide an integrated suite of helpful features for insurance companies of all sizes, including point-of-sale financing, payables network tools, and check reconciliation, all within a single dashboard.

Our expert, live support team helps deliver exceptional care every day, with an industry-leading 97% customer retention rate. Our customers love us. We love them.

Founded in 2014, our growing team is based in Austin, TX, and has clients in all 50 US states. We’ve grown over 300% in the last three years - with big plans for the future.

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 accounts through the implementation & adoption of our services. During these training sessions, the Onboarding Specialist will work to ensure that each new client 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 the 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

• 401K

• Flexible Paid Time Off Policy (FTO)

• Company-sponsored quarterly “ePayItForward” initiatives 

• Supportive and inclusive company culture with a focus on work/life balance

• Fully-stocked kitchen

• Lunch stipend when 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. 

Embracing AI at ePayPolicy - At ePayPolicy, AI is a company-wide initiative essential to how we work and innovate. All employees are expected to proactively leverage approved enterprise AI tools to drive operational productivity. While leaning into these capabilities, team members must maintain our ethical standards: thoroughly verifying AI-generated outputs, safeguarding sensitive data, and strictly prohibiting the generation of synthetic media or the use of another individual’s likeness without explicit consent.

We value diversity here at ePayPolicy and understand the importance of creating a safe and comfortable work environment, encouraging individualism and authenticity in every member of our team. We strive to create an accessible and inclusive experience for all candidates. If you need an accommodation during the application or recruiting process, please submit a request to our team via this Interview Accommodation form: https://forms.gle/xKppyKTSqfTUi7hz5