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

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Position Summary

The Customer Onboarding Representative will oversee the merchant processing application from the time the merchant submits their application to the time the application gets approved or declined. This position is responsible for validating the application for accuracy as well as communicate with the assigned merchant regarding any pending information that may be needed until a final status is reached.

Key Responsibilities

• Provide professional and expert communication via phone and e-mail inquiries
• Complete statement analysis for the Payment Specialists Department with an understanding of the different rate grid within Direct Sales to ensure savings for the merchant
• Scrub all received application for accuracy prior to validating
• Act as a liaison between merchants and the Paysafe Underwriting department
• Keep a firm grasp on the Underwriting and Account Changes processes in order to guide merchants appropriately
• Provide merchants with realistic expectations of the “next step” by fully understanding the merchant account process. 
• Assist other departments with submitting DocuSign requests
• Alert management of unusual, at risk situations or escalations from the Payment Specialist and/or assigned merchant
• Complete all deployment orders for Direct Sales
• Process returned equipment on a daily basis
• Complete file builds when needed for escalation purposes
• Identify gaps, opportunities for improvement
• Accomplish targeted performance objectives with a positive, self-motivated and can-do attitude

Key Skills

• Customer service experience in a related environment
• Ability to understand and follow written and verbal instructions
• High level of integrity and trustworthiness due to the sensitivity and confidentiality of the data that is handled
• Organized with great follow-up skills
• Ability to work in multiple systems
• Must be adaptable, flexible and work well in a team environment
• Well organized with a high level of attention to detail

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.