Customer On-Boarding Specialist

Customer On-Boarding Specialist 

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.