Client Onboarding Associate

About the role

A payments and growth partner supports ambitious businesses by offering payment processing, proactive partnership and growth resources. Its merchants are often in industries underserved by other processors, and choose the company for direct, personalized communication with a dedicated representative. The Client Onboarding Associate works fully remotely, following up new merchants after they book an onboarding call with Sales and helping them reach approval.

Key responsibilities

• Confirm merchants received onboarding emails and can access the secure upload portal, and walk them through the Green Tier document list so they reach approval faster.
• Confirm attendance the day before each onboarding call and reschedule through Cal.com when a merchant is not ready.
• Call each new merchant within 4 business hours of the onboarding call being booked, welcome them, introduce yourself as their point of contact, and confirm the call date and time.
• Review each scheduled merchant's outstanding documents every morning and follow up by phone, text and email until everything is uploaded before the call.
• Check documents for basic mismatches, such as a legal name that differs between documents, and escalate anything that changes the onboarding plan to the Merchant Onboarding Manager immediately.
• Confirm attendance for integration calls, follow up and rebook cancellations or no-shows, and cancel the call for merchants who qualify for self-integration.
• Update every merchant record in GoHighLevel daily, attend the morning pipeline meeting with a short status report, and ensure no merchant goes more than 2 business days without contact.

Required profile

• Strong spoken and written English, able to write short, correct messages.
• Comfortable on the phone, able to handle a busy business owner who wants to hang up.
• Detailed: notices differences such as a mismatched legal name or address between documents.
• Organized: tracks dozens of merchants and works with Sales, Onboarding and Customer Success in the same day.
• Persistent: follows up on the fifth day as cheerfully as the first.
• Problem solver: tries two or three fixes before escalating and brings a recommendation with the problem.
• Available for U.S. hours, working through 5 PM Pacific to reach West Coast merchants.

Required skills

• GoHighLevel (CRM)
• Cal.com
• Microsoft Teams, SharePoint, Outlook, Slack
• AI tools such as ChatGPT or Claude

Nice to have: experience in payments, finance or loan/account onboarding, and experience with GoHighLevel or another CRM.

What we offer

• Fully remote work
• Weekly pay
• Paid vacation and holidays
• Health and learning stipends
• Access to AI training and tools
• Clear paths to advancement