Client Onboarding Associate

Our client is a Payments and Growth Partner dedicated to supporting ambitious businesses. They facilitate commerce by offering top-tier payment processing, proactive partnership, and growth resources. Their merchants operate in industries often underserved by other processors, and they select us because they value direct, personalized communication with a dedicated representative.

WHAT YOU WILL DO:

• Confirm merchants received the onboarding emails and can access the secure upload portal, and walk them through the Green Tier document list so they reach approval faster.
• Confirm attendance the day before each onboarding call and reschedule through Cal.com when a merchant isn’t ready.
• Call each new merchant within 4 business hours of Sales booking their onboarding call, welcome them to the company, introduce yourself as their point of contact, and confirm the call date and time.
• Review each scheduled merchant’s outstanding documents every morning and follow up by phone, text, and email until everything is uploaded through the secure portal before the call.
• Check documents for basic mismatches, such as a legal name that differs between documents, and escalate anything that changes the onboarding plan to the Merchant Onboarding Manager immediately.
• Confirm attendance for integration calls, follow up and rebook cancellations or no-shows, and cancel the call for merchants who qualify for self-integration.
• Update every merchant record in GoHighLevel daily, attend the morning pipeline meeting with a short status report, and make sure no merchant goes more than 2 business days without contact.

TOOLS YOU WILL USE:

GoHighLevel (CRM), the company's Onboarding Hub and secure upload portal, Cal.com, Microsoft Teams, SharePoint, Outlook, Slack, and Claude. This role does not have access to processor portals

WHO YOU ARE:

• Strong English, spoken and written: You speak clearly and write short, correct messages.
• At home on the phone: You pick up the phone first, and merchants enjoy talking to you. You bring energy to every call and can handle a busy business owner who wants to hang up.
• Detailed: You notice when a legal name or an address differs between two documents.
• Organized across many people: You track dozens of merchants and work with Sales, Onboarding, and Customer Success in the same day without dropping anyone.
• Persistent: You follow up on the fifth day as cheerfully as the first.
• A problem solver: You try two or three fixes yourself before you escalate, and you bring a recommendation along with the problem.
• Comfortable with AI tools: You use tools like ChatGPT or Claude in your daily work and want to use more.
• Available for U.S. hours: You can work through 5 PM Pacific to reach West Coast merchants.

Nice to have: experience in payments, finance, or loan or account onboarding; experience with GoHighLevel or another CRM

• Fully remote

• Weekly pay
• Paid vacation and holidays
• Health and learning stipends
• Access to AI training and tools
• Clear paths to advancement