Merchant Onboarding Coordinator

About the role

A client of Assistant Launch, a payments and growth partner, is hiring a Merchant Onboarding Coordinator. The role supports merchants in industries often underserved by other processors, working directly with each merchant through a dedicated representative. It is fully remote and requires availability during U.S. hours.

Key responsibilities

• Call each new merchant within 4 business hours of the sales booking, welcome them to the service, confirm the onboarding call date and time, and check that they received the onboarding emails and can access the secure upload portal.
• Walk merchants through the Green Tier document list so they reach approval faster, and confirm attendance the day before each call, rescheduling through Cal.com when needed.
• Review outstanding documents every morning and follow up by phone, text and email until they are uploaded before the call.
• Use approved message templates or write messages in the company's tone, and escalate document mismatches that change the onboarding plan to the Merchant Onboarding Manager.
• Recover no-shows with daily outreach for 5 business days, rebooking those who reply and returning unresponsive merchants to Sales as freezer leads.
• Congratulate approved merchants, book their integration call with Customer Success, and confirm the payment gateway, website platform and point of contact.
• Follow up on integration call cancellations and no-shows, and cancel the call for merchants eligible for self-integration.
• Update every merchant record in GoHighLevel daily, attend the morning pipeline meeting with a 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, with energy and patience for busy business owners.
• Detailed and organized, able to track dozens of merchants and coordinate with Sales, Onboarding and Customer Success.
• Persistent, following up on the fifth day as cheerfully as the first.
• Problem solver who tries a few fixes before escalating and brings recommendations.
• Available for U.S. hours, through 5 PM Pacific.
• Nice to have: payments, finance or loan/account onboarding experience, and GoHighLevel or CRM experience.

Required skills

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

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