Onboarding Specialist

Onboarding Specialist

The Onboarding Specialist is responsible for ensuring an excellent client experience during the initial onboarding process of a new Paystone account. This involves owning and managing an account from the pass off from sales, until the account is processing their first transactions. The ultimate goal is to ensure the onboarding process goes smoothly and the new client is up and running, able to use their Paystone products as quickly as possible. 

The Onboarding Specialist will have direct contact with the internal and external sales agents as well as the client to get an application from the point of submission to the point of approval in an efficient and accurate manner as well as follow each account through the process of receiving their terminal and processing transactions, stepping in when needed to direct the flow and answer any questions along the way. The specialist is the key contact who is a liaison between the sales team and the acquirer. This role requires a high level of attention to detail and the ability to work within tight timelines and submission dates. 

This individual will also be required to provide feedback onboarding processes and best practices as well as maintaining the current role’s playbook. 

Responsibilities:

• Configuring new client instances with all applicable products in the Paystone platform
• Place card orders with the card printer on behalf of the client
• Troubleshoot any potential issues with the customer goes through the process of ordering their cards, connecting to the Paystone platform, and completing their first transactions
• Liaise with internal and external sales teams for application completion and accuracy
• Understand and submit merchant applications to the acquirer and process each in a timely manner with a high level of attention to detail and accuracy
• Data entry in multiple online portals for various acquirers 
• Maintain accurate records of valuable company information in Salesforce and various spreadsheets 
• Coordinate with underwriters and relationship managers at various acquirers as needed
• Follow accounts moving through the onboarding process for terminal deployment, tracking, activations/troubleshooting and transaction monitoring - assisting as needed
• Document and knowledge share across the onboarding team with new processes, important information and updates
• Maintain and update current onboarding playbook with new mandates and processes as needed

Requirements:

• Strong organizational and time management skills
• Ability to gather and analyze information from multiple sources
• Able to work in a fast paced environment
• Exceptional communication skills, both written and verbal, including the ability to respond effectively to external and internal teams
• High attention to detail is required to ensure accuracy in all tasks
• Experience in one of the following fields a definite asset: payments, loyalty and gift, POS

About Paystone

Paystone is a leading Canadian provider of payment processing and customer engagement solutions. Our secure, user-friendly solutions are used at over 25,000 locations across Canada and the United States by thousands of companies, including the ALDO Group, The Source, Booster Juice, Global Pet Foods, Kernels Popcorn and 50 of the MTY Food Group's restaurant brands

Paystone is a hub of innovative thinkers looking to create a safer, faster and smarter payment and customer engagement solutions for our customers. Named one of ‘Canada’s Fastest-Growing Companies’ 3 consecutive years in a row and recognized as one of Canada's Best Workplaces in Technology’ 2 years in a row we are committed to excellence both internally and externally!

Why work for Paystone?

Certified as one of Canada’s Best Workplaces our office culture is like no other – with many virtual social events such as gaming events, fitness activities and comedy events. We offer flexible scheduling to promote a healthy work/life balance, a company perk plan through Perkopolis. We also employ an engaged and diverse workforce of all ages and ethnicities.

If you yearn to be part of a passionate, driven team whose primary vision is to forge meaningful, personal relationships with its clients all whilst working in an upbeat, fun and motivating environment then we want to meet you!

**Paystone is an equal opportunity employer. Should you require any accommodations due to disability please let us know at the time you are selected for an interview.

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