Assisted Onboarding Specialist

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.

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.