Merchant Onboarding Coordinator
New
A
Assistant LaunchPayment processing
Colombia. Argentina. Brazil. Peru, Available for U.S. hours; can work through 5 PM PacificFull-Time
Salary not disclosed
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Job Details
- Languages
- Strong English, spoken and written
- Required Skills
- SharePointCRM
Requirements
- Speak and write clearly in strong English.
- Be comfortable initiating phone calls and speaking with busy business owners.
- Notice discrepancies in legal names and addresses across documents.
- Track many merchants and coordinate with Sales, Onboarding, and Customer Success.
- Follow up persistently with merchants.
- Try multiple solutions before escalating and bring a recommendation when escalating.
- Be comfortable using AI tools such as ChatGPT or Claude.
- Be available to work through 5 PM Pacific to reach West Coast merchants.
- Nice to have: experience in payments, finance, loan onboarding, or account onboarding.
- Nice to have: experience with GoHighLevel or another CRM.
Responsibilities
- Call each new merchant within four business hours of Sales booking their onboarding call, introduce yourself as their point of contact, and confirm the call details.
- Confirm merchants received onboarding emails and can access the secure upload portal, and guide them through the Green Tier document list.
- Confirm attendance the day before onboarding calls and reschedule through Cal.com when a merchant is not ready.
- Review outstanding documents each morning and follow up by phone, text, and email until they are uploaded before the call.
- Check documents for basic mismatches and immediately escalate issues that change the onboarding plan to the Merchant Onboarding Manager.
- Reach out to onboarding no-shows daily for five business days, rebook merchants who respond, and return unresponsive merchants to Sales as freezer leads.
- Congratulate approved merchants and book their integration call with Customer Success, confirming the payment gateway, website platform, and point of contact.
- Confirm integration-call attendance, follow up and rebook cancellations or no-shows, and cancel calls for merchants who qualify for self-integration.
- Update every merchant record in GoHighLevel daily, attend the morning pipeline meeting with a status report, and ensure no merchant goes more than two business days without contact.
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