Onboarding Specialist responsible for guiding partners through complex integrations with a payment platform. In a growing FinTech company, leveraging technical problem - solving and customer engagement skills.
About the role
- Customer Onboarding Senior Specialist facilitating client transitions in fintech company. Guiding customers from sign-up to successful transactions while ensuring compliance and education.
Responsibilities
- Serve as the primary point of contact for new customers throughout the entire onboarding lifecycle, from initial welcome to go live.
- Proactively guide customers through the collection and verification of required Know Your Customer (KYC), Anti-Money Laundering (AML), and business verification documents, ensuring compliance with Canadian financial regulations.
- Assist customers with their technical integration, providing them with the necessary technical support, resources, and best practices.
- Work closely with internal stakeholders including Sales, Product, Compliance, and Support teams to ensure a seamless and transparent onboarding experience for every customer.
- Educate customers on platform features and the payment processing ecosystem to ensure they can fully leverage services.
- Identify, troubleshoot, and resolve any potential roadblocks during the onboarding process, managing customer expectations with clear communication.
- Actively contribute to the continuous improvement of onboarding processes, documentation, and internal workflows.
Requirements
- 4+ years of experience in a customer-facing role such as onboarding, implementation, technical support, or account management, preferably in a B2B environment.
- Experience in FinTech, SaaS, or the payments industry is highly desirable.
- Comfortable with technical concepts like APIs and payment gateways.
- Exceptional verbal and written communication skills, with the ability to explain complex processes in a simple and clear manner.
- Highly organized with a keen eye for detail and the ability to manage multiple customers and priorities simultaneously.
- A proactive and resourceful problem-solver who takes ownership of customer issues from start to finish.
- Familiarity with KYC, AML, and compliance requirements within the Canadian financial services sector is a strong asset.
- Fluency in French would be an asset
Benefits
- Competitive salary
- Generous Vacation & Summer Fridays
- Health & Dental Benefits
- Wellness Spending Account
- Retirement savings matching plan
- Hybrid work (Thursdays in office)
- Birthday Day Off
- Quarterly Socials
- Volunteer Days to give back to our community
- Parental leave top up program
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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