Merchant Onboarding Coordinator

This is a fully remote position, open to applicants in Colombia, +3 more countries.

📋 Description

• Reach out to each new merchant within 4 business hours after the Sales team schedules their onboarding call, welcoming them to AHG Pay, introducing yourself as their main contact, and verifying the scheduled date and time of the call.

• Ensure that merchants have received onboarding emails and can access the secure upload portal, guiding them through the Green Tier document checklist.

• Confirm attendance the day prior to onboarding calls and reschedule via Cal.com when a merchant is unprepared.

• Review any outstanding documents every morning and follow up through phone, text, and email until all documents are uploaded before the call.

• Utilize approved messaging templates or craft messages in the tone of AHG Pay when templates are not applicable.

• Inspect documents for basic discrepancies and escalate any changes to the onboarding plan to the Merchant Onboarding Manager.

• Address onboarding no-shows with daily outreach for 5 business days, rebooking responsive merchants and returning unresponsive ones to Sales as freezer leads.

• Celebrate merchants approved by underwriting and schedule integration calls with Customer Success, confirming details about the payment gateway, website platform, and point of contact.

• Verify attendance for integration calls, reschedule cancellations or no-shows, and cancel calls for merchants eligible for self-integration.

• Update each merchant record in GoHighLevel on a daily basis, participate in the morning pipeline meeting with a status report, and ensure no merchant goes more than 2 business days without contact.

• Utilize GoHighLevel, AHG Pay Onboarding Hub, secure upload portal, Cal.com, Microsoft Teams, SharePoint, Outlook, Slack, and Claude; note that the role does not have access to processor portals.

⛳️ Requirements

• Excellent English skills, both spoken and written: You communicate clearly and compose concise, accurate messages.

• Comfortable on the phone: You prioritize phone communication, and merchants appreciate speaking with you. You bring enthusiasm to each call and can engage busy business owners effectively.

• Detail-oriented: You are attentive to discrepancies in legal names or addresses across different documents.

• Highly organized: You manage multiple merchants and collaborate with Sales, Onboarding, and Customer Success in a single day without losing track of anyone.

• Persistent: You follow up on the fifth day with the same enthusiasm as on the first.

• A problem solver: You attempt two or three solutions before escalating issues, and you present a recommendation alongside the problem.

• Familiar with AI tools: You incorporate tools like ChatGPT or Claude into your daily tasks and are eager to explore more.

• Available for U.S. hours: You can work until 5 PM Pacific to connect with West Coast merchants.

• Preferred: Experience in payments, finance, or onboarding processes related to loans or accounts; familiarity with GoHighLevel or similar CRM systems.

🏝️ Benefits

• Fully remote work environment

• Weekly pay schedule

• Paid vacation and holidays

• Health and learning stipends

• Access to AI training and tools

• Clear paths for career advancement