Onboarding Support Specialist (Onsite)(Open to fresh graduate)
Client Onboarding & Support
Serve as a primary point of contact during the onboarding process for new clients.
Guide merchants through the application process and communicate status updates.
Collect and verify required documentation from merchants, including KYC and business credentials.
Contact merchants directly to request missing information or clarify application details.
Respond to client inquiries regarding onboarding steps, timelines, and setup requirements.
Underwriting & Risk Coordination
Pull and review underwriting reports such as credit bureau reports, OFAC, MATCH lists, and other risk indicators.
Escalate applications with compliance flags or missing documentation to the appropriate internal stakeholders.
Ensure all client documentation meets company's underwriting and compliance guidelines prior to submission for approval.
Data Entry & System Setup
Accurately enter merchant data into internal CRM and onboarding platforms.
Review and validate data inputs to ensure information completeness and integrity.
Support system provisioning for merchant accounts, terminals, software platforms, or virtual terminals.
Internal Communication & Documentation
Post-Implementation Support
Provide continued customer support after onboarding is complete to ensure successful usage of company's solutions.
Assist with troubleshooting issues or answering system-related questions post-implementation.
Serve as a liaison between the client and internal teams for ongoing support requests.
Maintain detailed notes in CRM and onboarding trackers, documenting interactions, next steps, and completed tasks.
Collaborate with the Underwriting, Risk, and Tech Support teams to coordinate a smooth activation process.
Support post-onboarding transition by ensuring proper handoff to Account Management or Support teams.
Bonus Points For:
- Previous experience in financial services or payment processing
- Customer service or client onboarding background
- Knowledge of compliance regulations (AML, KYC)
- Multilingual abilities (English and Filipino)
- Project coordination or process improvement experience
What You'll Need:
- Bachelor's degree or equivalent work experience
- Strong attention to detail and data entry accuracy
- Excellent written and verbal communication skills
- Proficiency in CRM systems and Microsoft Office Suite
- Ability to work in a fast-paced, deadline-driven environment
- Fresh graduates welcome to apply