Customer Onboarding Specialist

You will be key to onboarding new customers (Lenders & Law Firms), onto the PEXA Platform, building a professional rapport, being positive and cheerful, to make our potential new customer feel special, providing understanding, assurance and the 5-star treatment to amaze and delight their experience! You will need to be proactive, flexible, and take pride in managing all interactions — seeing queries through from start to finish. You’ll document and follow up on any feedback to ensure we continuously enhance our processes in line with customer needs and expectations. Through this, you’ll build strong, trusted relationships with our customers and establish yourself as a knowledgeable PEXA specialist they can trust and rely on. You will start by understanding our Law Firm customer onboarding process, our customer training materials and how to use our PEXA Platform. You will manage referrals and instigate the onboarding process, hand holding the customer at each step via email, telephone or zoom, answering any questions and ensuring they are clear on what is happening. Once onboard, you will help them to identify a first transaction to process using the PEXA Platform, so that they experience how it works, help them to recognise the benefits and consider how PEXA can fit into their business process. You will use our Sales & Service Platform (Salesforce), to capture the customer profile, update with notes and progress to ensure transparency across teams and enable reporting. Once competent, you will further expand your capabilities and knowledge to undertake a diverse range of Operational tasks, from daily administration duties and handling customer enquiries, to managing User access queries.