Onboarding Specialist

About This Role

This Onboarding Specialist role is responsible for seamlessly onboarding newly approved merchant accounts. Once underwriting has completed its review and approval, this role takes ownership of every step required to activate the merchant, from account setup to terminal configuration to hardware procurement and shipping. You will ensure merchants have a smooth, supportive, and accurate onboarding experience while collaborating closely with the Underwriting & Risk Lead, Sales, and Support teams. This role is essential to delivering an exceptional first impression and ensuring merchants are fully operational with correct billing, fee structures, and payment configurations.

Responsibilities

• Serve as the primary point of contact for onboarding newly approved merchants
• Configure new merchant accounts within internal systems following underwriting approval
• Set up all required Payment Fee structures, including discount rates, interchange, surcharges, fee schedules, and partner-specific pricing rules
• Order, purchase, and coordinate shipment of payment hardware and terminals for new merchants
• Configure terminals, gateways, and any required POS or payment integrations prior to shipping
• Validate all onboarding documentation and required fields for accuracy and completeness
• Work closely with Sales, Underwriting, and Support teams to ensure a smooth and timely onboarding experience
• Communicate onboarding timelines and next steps clearly to merchants and internal partners
• Track onboarding progress, equipment shipments, activation statuses, and follow-up touchpoints
• Maintain accurate onboarding records and contribute to documentation improvements
• Perform additional onboarding or administrative responsibilities as assigned by leadership

Requirements

• 1–3 years of onboarding, customer operations, merchant support, or similar experience
• Strong understanding of payment processing workflows and merchant account structures
• Experience with payment terminals, device setup, and basic hardware configuration
• Ability to learn and configure Payment Fee structures with high accuracy
• Excellent organizational skills with the ability to manage multiple onboarding cases at once
• Strong written and verbal communication skills
• Ability to work cross-functionally with Sales, Underwriting, Risk, and Support teams
• High attention to detail and comfort working in fast-paced environments

Nice to have:

• Experience in merchant acquiring, payment operations, or fintech onboarding
• Familiarity with common terminal types (PAX, Ingenico, Verifone, etc.) and gateway setup processes