Customer Enablment Specialist
ePayPolicy · Austin, TX · 4 wk ago
HybridOTHRFull-time
We need to output HTML fragment with sections: headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content.
We need to parse the job posting.
First, there is a description of company (Every day, ePayPolicy...). That's not part of job description but could be "About the role"? Actually "About the role" is about the job. The company description could be considered "About the company". But we only have allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can use "About the role" to include description of role and maybe company context.
We need to extract responsibilities: bullet points under "In This Role, You Will" and subsequent bullet list.
Responsibilities list includes:
- 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.
Also earlier: "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." That's also responsibility.
Now "What You Bring" is qualifications/requirements/skills.
We need to separate into Requirements, Qualifications, Skills maybe. The posting lists:
- 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
These are skills/qualities. Could be under Skills or Requirements. We'll decide: maybe "Requirements" for mandatory, "Skills" for nice-to-have. But we can combine.
We also have "Why ePayPolicy" benefits list:
- 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
We need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. The last paragraph about accommodation is maybe considered application instruction? It's about accommodation request; could be considered part of EEO? Might be considered boilerplate. The instruction says remove application instructions. The accommodation request is not exactly application instruction but could be considered part of process. Safer to remove it? The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." The accommodation request is likely part of EEO/equal-opportunity. So we should remove that line.
Also we need to remove duplicated lines. Not seeing duplicates.
Now we need to decide sections.
We have:
- About the role: could include company description and role overview: "Every day, ePayPolicy helps over 10,000 insurance companies... We’re looking for an Onboarding Specialist..." Might be appropriate.
But we must not repeat the job title as a heading. The job title is Onboarding Specialist. We won't put that as heading.
We'll put About the role with a paragraph summarizing the role and company.
Responsibilities: list as
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content.
We need to parse the job posting.
First, there is a description of company (Every day, ePayPolicy...). That's not part of job description but could be "About the role"? Actually "About the role" is about the job. The company description could be considered "About the company". But we only have allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can use "About the role" to include description of role and maybe company context.
We need to extract responsibilities: bullet points under "In This Role, You Will" and subsequent bullet list.
Responsibilities list includes:
- 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.
Also earlier: "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." That's also responsibility.
Now "What You Bring" is qualifications/requirements/skills.
We need to separate into Requirements, Qualifications, Skills maybe. The posting lists:
- 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
These are skills/qualities. Could be under Skills or Requirements. We'll decide: maybe "Requirements" for mandatory, "Skills" for nice-to-have. But we can combine.
We also have "Why ePayPolicy" benefits list:
- 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
We need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. The last paragraph about accommodation is maybe considered application instruction? It's about accommodation request; could be considered part of EEO? Might be considered boilerplate. The instruction says remove application instructions. The accommodation request is not exactly application instruction but could be considered part of process. Safer to remove it? The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." The accommodation request is likely part of EEO/equal-opportunity. So we should remove that line.
Also we need to remove duplicated lines. Not seeing duplicates.
Now we need to decide sections.
We have:
- About the role: could include company description and role overview: "Every day, ePayPolicy helps over 10,000 insurance companies... We’re looking for an Onboarding Specialist..." Might be appropriate.
But we must not repeat the job title as a heading. The job title is Onboarding Specialist. We won't put that as heading.
We'll put About the role with a paragraph summarizing the role and company.
Responsibilities: list as - .
Requirements: maybe list mandatory qualifications: "You’ve been an Onboarding Specialist or Trainer", "Great communicator", "You're able to think on your feet and solve problems", "You love being customer-facing...", "Empathy", "You're able to pick up new concepts quickly and teach others", "You’re a good teammate", "You have a growth mindset". Could be many.
Skills: maybe "Familiarity with the insurance or payments industry is a plus". Could be under Skills.
But we could combine Requirements and Skills into one section "Requirements" and include both mandatory and nice-to-have. However guidelines: Prefer a few substantive sections over many thin ones. So maybe we have About the role, Responsibilities, Requirements (including skills), Benefits, Schedule. Pay: we have "Competitive salary" but no specific number. The rule: never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. "Competitive salary" is vague but still states something about pay. Is that considered filler? It's not a specific number but it's a statement. The rule says avoid placeholder like "commensurate with experience", "not specified", "N/A", "varies", "TBD". "Competitive salary" is not exactly those; it's a qualitative statement. Might be acceptable to include Pay section with that statement. However we also have benefits list. So we could have Benefits section with the list, and Pay section with "Competitive salary". Schedule: we have hybrid schedule details. That's specific enough to include Schedule section.
Thus sections: About the role, Responsibilities, Requirements, Benefits, Pay, Schedule.
We need to ensure we don't include empty sections.
Now we need to strip out any fluff like "Check out our almost 5-star customer reviews." That's part of company description; we can keep it as it's substantive? It's maybe fluff but okay.
We must not include duplicated lines.
Now produce HTML fragment:
About the role
Every day, ePayPolicy helps over 10,000 insurance companies speed up incoming and outgoing payments by moving them from manual, outdated forms of payment collection to modern payment tools. Our secure, online ACH and credit card payment page is the core product, complemented by point‑of‑sale financing, payables network tools, and check reconciliation—all within a single dashboard. Backed by an expert live support team with a 97% customer retention rate, we’ve grown over 300% in the last three years and serve clients in all 50 US states. We’re looking for an Onboarding Specialist who is obsessed with delivering world‑class service to join our fast‑growing, Austin‑based team.
Then Responsibilities:
Responsibilities
- 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 desired outcomes faster and more efficiently while increasing adoption of ePayPolicy’s products and services.
- Work closely with the Sales team to ensure new clients receive 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 customers’ adoption of the platform and maximize payments.
- Make outbound calls to customers who have yet to complete training or need to reschedule.
- During training sessions, ensure each new client is familiar with the product via virtual presentations, demos, walkthroughs, and Q&A sessions.
Now Requirements: we need to decide what to include. Could combine all "What You Bring" points.
We'll list them as - .
But we might separate mandatory vs nice-to-have? Not required.
We'll include:
- Great communicator; able to navigate and control conversations and set proper expectations with customers and employees.
- Experience as an Onboarding Specialist or Trainer, enjoying helping clients adopt new services.
- Ability to think on your feet and solve problems.
- Love being customer‑facing, talking with customers, and seeking to understand how to improve and over‑deliver on expectations.
- Empathy: focus on understanding the needs and concerns of customers and employees to create a positive experience.
- Ability to pick up new concepts quickly and teach others.
- Familiarity with the insurance or payments industry is a plus.
- Good teammate, always acting in the best interest of the team.
- Growth mindset, loving giving and receiving feedback to drive personal and company improvement.
We'll put them in list.
Now Benefits:
Benefits
- Competitive salary
- Comprehensive benefits package with employer‑paid basic life and disability premiums
- 401(k)
- Flexible Paid Time Off (FTO) policy
- 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
About the role
Every day, ePayPolicy helps over 10,000 insurance companies speed up incoming and outgoing payments by moving them from manual, outdated forms of payment collection to modern payment tools. Our secure, online ACH and credit card payment page is the core product, complemented by point‑of‑sale financing, payables network tools, and check reconciliation—all within a single dashboard. Backed by an expert live support team with a 97% customer retention rate, we’ve grown over 300% in the last three years and serve clients in all 50 US states. We’re looking for an Onboarding Specialist who is obsessed with delivering world‑class service to join our fast‑growing, Austin‑based team.
Then Responsibilities:Responsibilities
- 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 desired outcomes faster and more efficiently while increasing adoption of ePayPolicy’s products and services.
- Work closely with the Sales team to ensure new clients receive 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 customers’ adoption of the platform and maximize payments.
- Make outbound calls to customers who have yet to complete training or need to reschedule.
- During training sessions, ensure each new client is familiar with the product via virtual presentations, demos, walkthroughs, and Q&A sessions.
- .
But we might separate mandatory vs nice-to-have? Not required.
We'll include:
- Great communicator; able to navigate and control conversations and set proper expectations with customers and employees.
- Experience as an Onboarding Specialist or Trainer, enjoying helping clients adopt new services.
- Ability to think on your feet and solve problems.
- Love being customer‑facing, talking with customers, and seeking to understand how to improve and over‑deliver on expectations.
- Empathy: focus on understanding the needs and concerns of customers and employees to create a positive experience.
- Ability to pick up new concepts quickly and teach others.
- Familiarity with the insurance or payments industry is a plus.
- Good teammate, always acting in the best interest of the team.
- Growth mindset, loving giving and receiving feedback to drive personal and company improvement.
We'll put them in list.
Now Benefits:
Benefits
- Competitive salary
- Comprehensive benefits package with employer‑paid basic life and disability premiums
- 401(k)
- Flexible Paid Time Off (FTO) policy
- 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