Customer On-Boarding Specialist

About Paysafe 

Paysafe is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With 29 years of online payment experience, an annualized transactional volume of $152 billion in 2024, and approximately 3,300 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in 48 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com
 
Are you ready to make an impact and be a part of a team that’s inspired by a unified vision and propelled by passion?

Position Summary

The Customer Onboarding Specialist is responsible for managing the merchant processing application lifecycle—from initial submission through final approval or decline. This role ensures the accuracy and completeness of applications, proactively communicates with merchants to gather any outstanding information, and provides timely updates until a final decision is reached.

This position follows a hybrid work model based in Jacksonville, FL, with an average in-office presence of three days per week.

Key Responsibilities

• Deliver expert and professional support through phone and email communications.
• Review and validate submitted documentation for completeness and accuracy.
• Collaborate closely with senior underwriters by providing required documentation and initial evaluations.
• Serve as the primary liaison between merchants and the Paysafe Underwriting team.
• Maintain a thorough understanding of Underwriting and Account Change procedures to effectively guide merchants.
• Reach out to clients to request additional details or clarification when needed.
• Support cross-functional teams by assisting with DocuSign request submissions.
• Escalate unusual or high-risk situations to management, including concerns raised by Payment Specialists or merchants.
• Monitor the Deployment Queue to identify and address delays impacting speed to revenue.
• Follow up on outstanding pending payments to ensure timely resolution.
• Prepare file builds for escalations when necessary.
• Identify process gaps and recommend opportunities for improvement.
• Consistently meet performance targets with a proactive, solution-oriented mindset. 

Skills & Qualifications

• High School Diploma or GED, required; Bachelor’s Degree preferred.
• 1+ years of experience in a professional office setting, required.
• Proven customer service experience in a related field or environment.
• Strong ability to comprehend and follow both written and verbal instructions.
• Demonstrates a high level of integrity and discretion when handling sensitive and confidential information.
• Exceptionally organized with strong follow-up and time management skills.
• Comfortable navigating and working across multiple systems and platforms.
• Flexible and adaptable team player who thrives in collaborative environments.
• Detail-oriented with a commitment to accuracy and quality in all tasks.

Life at Paysafe

One network. One partnership. At Paysafe, this is not only our business model; this is our mindset when it comes to our team. Being a part of Paysafe means you’ll be one of over 3300 members of a world-class team that drives our business to new heights every day.   Our culture values humility, high trust & autonomy, a desire for excellence and meeting commitments, strong team cohesion, a sense of urgency, a desire to learn, pragmatically pushing boundaries, and accomplishing goals that have a direct business impact.

  
Equal Employment Opportunity

Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment.  If you need any reasonable adjustments please let us know.  We will be happy to help and look forward to hearing from you.