Client Portal & Onboarding Experience Lead

Fortegra-; Jacksonville (FL); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Full benefits package

Job summary

Fortegra is seeking a Service Representative to provide client and business support for the client portal, helping with onboarding, training, and issue resolution while documenting processes and user guides.

The role collaborates with IT, Operations, Sales, Premium, Reporting, Warranty/Protection, and Development teams to improve portal functionality, reporting, and the overall client experience, while capturing client feedback for process improvements.

Qualifications

• 3+ years of experience in customer service, client support, onboarding, or a related field.
• Experience supporting clients through onboarding, training, troubleshooting, and issue resolution
• Demonstrated ability to work effectively with cross-functional teams and serve as a liaison between clients and internal departments.

Responsibilities

• Support client onboarding and training by educating clients on portal functionality and best practices.
• Develop and maintain portal training materials, including facilitator guides, user guides, FAQs, and process documentation.
• Serve as a point of contact for client questions and portal-related issues with timely, accurate assistance.
• Troubleshoot and resolve customer complaints, technical issues, and portal concerns, documenting interactions in company procedures.
• Work with IT, Reporting, Premium, Operations, Sales, Development, and other teams to communicate client needs and support issue resolution.
• Participate in User Acceptance Testing (UAT) for new portal functionality, enhancements, and system updates.
• Assist with portal updates and enhancements by providing client feedback and updating guides.
• Contribute to project planning and process improvement by sharing client feedback and identifying opportunities.

Skills

Customer service

Client support

Onboarding

Training

Cross-functional collaboration

Troubleshooting

Communication

Job description

Fortegra is seeking a Service Representative to provide client and business support for the client portal, helping with onboarding, training, and issue resolution while documenting processes and user guides.

The role collaborates with IT, Operations, Sales, Premium, Reporting, Warranty/Protection, and Development teams to improve portal functionality, reporting, and the overall client experience, while capturing client feedback for process improvements.