HALA is seeking a proactive and organized Assisted Onboarding Specialist to join our team. This role is pivotal in ensuring a seamless onboarding experience for customers who encounter challenges during the self-onboarding process. The ideal candidate will have a background in customer service, compliance, and operational support, with a preference for candidates with experience in the fintech industry, particularly payment.
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Key Responsibilities
- Assist customers who drop out of self-onboarding, ensuring they complete the process smoothly.
- Guide customers through document uploads, ensuring compliance with regulatory standards.
- Collaborate with the compliance team to verify customer documentation and information.
- Oversee terminal ordering and ensure timely delivery to customers.
- Maintain a feedback loop with the product and tech teams to address onboarding gaps.
- Accurately update customer data and feedback in the CRM system.
Requirements
- Strong customer service skills with a solution-oriented mindset.
- Familiarity with compliance processes and standards.
- Experience with CRM tools and operational workflows.
- Highly organized and capable of managing a large volume of customers efficiently.
- Preferred: Experience in the fintech industry, particularly payment acceptance.
Performance Expectations
- Achieve an 80% customer reach rate.
- Maintain a 60% onboarding conversion rate over qualified leads.
- Ensure all customer feedback is recorded accurately in the CRM system.
Challenges & Opportunities
This role offers a unique opportunity to work at the intersection of customer service, compliance, and technology in a dynamic fintech environment.
