Boarding Specialist | Hybrid | Makati | Day Shift | Day 1 HMO

Power Merchant Success Through Seamless FinTech Operations

Your work directly supports customer satisfaction, business growth, and service quality while building a long-term global career with Emapta designed for top 1% talent seeking meaningful impact and professional advancement.

Snapshot

Shift: Day Shift, Consecutive Off

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Day Shift schedule
• Hybrid work arrangement
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

• At least 1 year of experience in merchant onboarding, data entry, order processing, sales support, customer support, operations administration, or a similar role
• Strong attention to detail with demonstrated accuracy in CRM and system-based data processing
• Ability to manage multiple merchant applications, orders, follow-ups, and deadlines while effectively prioritizing tasks
• Excellent written and verbal communication skills for coordinating with merchants and cross-functional stakeholders
• Ability to follow controlled processes, maintain audit-ready records, and escalate issues appropriately

• Experience in payments, merchant services, FinTech, POS, EFTPOS, telecommunications, or Australian operations
• Experience coordinating fulfilment, activation, installation, logistics, or equipment recovery
• Proficiency in CRM platforms, order management systems, and Microsoft 365 applications
• Equivalent practical experience, demonstrated capability, and relevant certifications in lieu of formal educational qualifications

Responsibilities

• Receive, validate, and process approved merchant endorsements following Merchant Risk and Underwriting review
• Complete accurate merchant data entry and account setup across CRM and operational systems
• Coordinate fulfilment, installation, configuration, activation, and service readiness for approved products and services
• Conduct Day 1 courtesy calls and complete Day 7 and Day 35 merchant follow-ups
• Identify, route, and document account, billing, technical, risk, and service-related concerns in the CRM
• Complete onboarding records and operational handovers once merchants are ready for ongoing support
• Process approved offboarding, decommissioning, service cancellations, and asset recovery activities

Core Role Pillars

• Receive approved merchant endorsements only after Merchant Risk and Underwriting review has been completed
• Complete accurate merchant data entry, account creation, and onboarding across CRM and operational platforms
• Validate the completeness of approved boarding packs and coordinate missing information with the appropriate stakeholders
• Maintain complete, current, and audit-ready merchant records throughout the onboarding process

• Coordinate fulfilment, installation, activation, and service readiness for approved products and services, including EFTPOS terminals, POS systems, connectivity services, accessories, and related solutions
• Track implementation activities with Technical Support, Service Delivery, logistics providers, partners, and other stakeholders
• Monitor operational blockers, escalate delays through established channels, and confirm successful service delivery before onboarding completion

• Conduct Day 1 courtesy calls following installation or activation
• Complete Day 7 and Day 35 merchant follow-ups in accordance with the approved onboarding process
• Confirm merchant readiness, service functionality, account status, and overall onboarding experience
• Identify unresolved concerns, route them to the appropriate teams, and document outcomes, commitments, pending actions, and follow-up requirements in the CRM

• Process approved merchant offboarding and decommissioning requests
• Coordinate service cancellations, account closures, equipment deactivation, returns, and asset recovery across applicable products and services
• Track outstanding assets, closure requirements, and pending partner or merchant actions through completion
• Maintain complete offboarding records and escalate delayed returns, lost equipment, or unresolved closure issues

• Follow approved onboarding, follow-up, offboarding, and data governance standards
• Maintain accurate, traceable, and audit-ready CRM records and documentation
• Identify recurring handoff gaps, fulfilment delays, merchant pain points, and operational risks
• Recommend improvements to workflows, communication standards, tracking methods, and onboarding documentation

• Excludes assessing or approving merchant risk, underwriting, or credit decisions
• Does not perform sales prospecting, pricing, negotiations, commercial approvals, or sales conversions
• Handles neither advanced technical diagnosis, specialist configuration, nor complex technical issue resolution
• Does not manage general Customer Support queues or ongoing post-handover account servicing
• Performs field installations or onsite service delivery only when specifically assigned and trained
• Remains outside the authority to approve policy exceptions, billing adjustments, or product decisions
• Owns the end-to-end merchant boarding process and operational follow-through but not the specialist resolution of issues identified during Day 1, Day 7, or Day 35 follow-ups

• Deliver accurate and timely merchant data entry, account setup, and audit-ready CRM documentation
• Complete onboarding, fulfilment, activation, offboarding, and follow-up activities within agreed service levels
• Conduct Day 1, Day 7, and Day 35 merchant follow-ups accurately and on schedule
• Ensure timely issue routing, merchant readiness, and seamless operational handovers
• Maintain accurate decommissioning, service closure, and asset recovery records
• Deliver a positive merchant experience through clear stakeholder communication and effective coordination
• Contribute to reducing processing delays, operational handoff gaps, and repeat errors

About the Client

With a culture focused on simplicity, reliability, and continuous improvement, it empowers customers through high-quality digital solutions and offers professionals the opportunity to contribute to a business shaping the future of connected services.

Join the Top 1% Talent. A better career. A better life.

Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.

Apply now and experience the difference!