Implementation Specialist II, Digital Storefront

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone.  We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance, investment and technology solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.

Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition

This position mission is to grow long-term sustainable recurring revenue and to achieve annual revenue goals through our Business Partners and direct sales to Financial Institutions (FI). Business Partners refers to any entity that distributes our products and services as an integrated part of their product lines or directly integrates our products and services for their own use. Our Financial Management team’s mission is to manage and preserve our recurring revenue growth and to provide exceptional support, training, and services to Clients. The Implementation Specialist II must have:

•  Knowledge of Compliance Systems’ Technology/Software Products/Solutions: Develops a foundational understanding necessary to explain the functions/interdependency of the Compliance Systems’ technology and solutions to assigned FI and Business Partner organizations.
• Knowledge of Financial Institutions: Demonstrates foundational understanding of specific roles with different FIs and Business Partners that interact with an assigned product. Has reviewed and understands institution policies and standards.
• Overall Self Leadership/Communication Skills/Project Management: Demonstrates self-leadership, strong communication skills, and strong Project Management capability in working with others.

Job Responsibilities:
 

The Implementation Specialist II is responsible for implementing our solutions with FIs. This includes coordinating and communicating with specific members of the FI and Business Partner organizations to ensure combined solutions are implemented and the onboarding process meets the needs of our clients. Relative to the Implementation Specialist I role, generally, the person in this role has increased autonomy, manages to project timelines, has a high level of familiarity with our product, and works with a larger volume of FIs and FIs with a larger asset size. The employee in this role must build and manage a strong relationship with our large and more complex FI institutions. This position requires that the employee has a deep understanding of our Compliance Systems’ products and services and building a strong FI relationship throughout the entire implementation and onboarding process (e.g., pre-kickoff, kickoff, doc review, CSi University, configuration support, etc.). The expectation for this individual is to advance deep Compliance Systems product knowledge, have a recognized customer service orientation, and an ownership mentality. Also, the Implementation Specialist II must have strong intellect, results orientation, a passion for the Fintech industry, the ability to execute in a dynamic environment, with strong communication and intermediate project management skills. Specifically, under rather limited direction and with increased autonomy of the Implementation Manager, the Implementation Specialist II:

• Coordinates FI onboarding process.
  • Organize and manage all aspects of client implementations to ensure a successful deployment of the Compliance Systems product.
  • Set expectations with client during kickoff to align on expected deliverables and stages of implementation.
  • Coordinate the FI team member’s training with our CSi University team.
  • Schedule and participate in kickoff and periodic status meetings with FI team members supporting the implementation process, addressing questions, and working through issues during user acceptance testing.
  • Facilitate and track project issues via web-based tracking tool (e.g. Trello)
  • Aid in the answer/resolve/triage of product and organization issues that may arise with clients during implementation. Escalate issues only after collecting all relevant information.
  • Work closely with FI primary point of contact, Partner Implementation resources, and CSi University to ensure coordination of all areas to make every possible effort to meet the client’s desired go-live date.

• Ensures successful issue and process management.
  • Drive process adherence and ensure day-to-day issue management using a consistent review process and our internal management tools (e.g., databases, JIRA issue tracking/CRM applications, bug-tracking tools, source controls, management reports, etc.). Activities should include the following: change process, issues process, research process, development process, and communication process.
  • Review issues submitted via web-based tracking tool and/or discussed during UAT calls, create IR’s as directed, and communicate expectations for delivery and completion.

• Learns the optimal use of Compliance Systems’ product functionality.
  • Learn the Compliance Systems’ features, services and solutions through research of client questions, recreation of reported issues, and by validating defect resolutions.
  • Regularly ask yourself, “During training, how can the FI better understand and use our product, tools/resources and system?”

The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.

Job Requirements:

• Bachelor’s degree from an accredited college/university or equivalent work experience.
• 2 – 4 years of work experience in banking/financial services technology (i.e., banks, CU, MB, FinTech, etc.).
• Previous experience implementing software products.
• Strong service orientation/passion.
• Strong communication skills both verbal and written.
• Demonstrated ability to work as part of integrated teams in a fluid environment.
• The ability to manage details and multi-task in a fast-paced environment.
• The ability to develop long-term close working relationship based on trust and respect.
• Strong analytical, creative thinking, interpretation, and problem-solving abilities.
• Proficiency in basic MicrosoftTM programs.
• Excellent time management skills.
• Excellent problem-solving and troubleshooting abilities.

Preferred Requirements:

• Experience with customer service software, CRM, and project management software
• Knowledge of SQL databases and Microsoft Windows Servers and Services
• Knowledge of HTML

If you’re ready to help make a difference, apply today. Please provide your Work Experience and Education or attach a copy of your resume.  Applications received without this information may be removed from consideration.

Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.

Base Salary Range:

At TruStageTM, we believe a sound, inclusive benefits program is of vital importance, along with a flexible workplace that allows for work-life balance, career growth and retirement assistance. In addition to your base pay, your position may be eligible for an annual incentive (bonus) plan.  Additional benefits available to eligible employees include medical, dental, vision, employee assistance program, life insurance, disability plans, parental leave, paid time off, 401k, and tuition reimbursement, just to name a few. Beyond pay and benefits, we also recognize that flexibility, including working in a place you prefer, is essential to caring for our employees.  We will continue to strive to offer flexibility and invest in technology and other tools that will make hybrid working normal rather than an exception, so that when “life happens,” you can focus on what’s most important.

Accommodation request

TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please contact the accessibility department.