Onboarding Specialist

About This Role

Onboarding specialists take each merchant from application to verified, confirming business registration, applicant authority, and website control. This role involves reviewing flagged cases and maintaining clear decision records. It suits someone with merchant onboarding, KYB, or KYC experience who wants to build processes from the start.

Responsibilities

• Guide merchants through onboarding by email, chat, and calls, from application to approval
• Review company registration documents and confirm the details match official records
• Confirm that the person applying is authorized to act for the business
• Check that the merchant controls the website it registered
• Review cases flagged for manual review, then approve, request more information, or escalate
• Keep a complete record of each check and decision for audit
• Handle renewals and follow-ups when an approved merchant's details change
• Work with partners who bring their merchants to KYM, and keep those onboardings on track
• Track onboarding volume, turnaround time, and drop-off, and report weekly
• Write and improve merchant guides, FAQs, and internal procedures
• Tell the founder what slows merchants down and suggest fixes

Requirements

• At least 1 year in merchant onboarding, KYB, KYC, or compliance operations, ideally at a payment company, bank, fintech, or marketplace
• Comfortable reading company registration documents and spotting details that do not match
• You follow a process the same way every time and notice when something is off
• Clear written English for merchant emails and case notes
• Able to manage a queue of open cases and meet turnaround targets
• Confident with spreadsheets, shared documents, and ticketing or CRM tools
• Comfortable with the pace and ambiguity of an early stage company

Nice to have:

• Experience onboarding merchants for a payment gateway, acquirer, or e-commerce platform
• Knowledge of AML/CFT and KYB requirements
• Basic knowledge of how websites and domains work, such as DNS records and hosting
• A degree in Business, Finance, Law, or a related field, but we welcome people with a diverse background

Benefits

• Direct line to the founder, who has built and sold a company before
• The chance to build the onboarding process, not just follow it
• Exposure to how banks and payment companies check the businesses they work with
• Room to grow into a compliance, operations, or team lead role as the company grows

About the Company