# Merchant Onboarding Coordinator

**Company:** [Assistant Launch](https://jobs.workable.com/companies/kRwgM5wxg2eBgFAk7JDoiq.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** EA Client

[Apply for this job](https://jobs.workable.com/view/d07c18fd-98d0-4453-9789-a5ffe4bf6709)

## Description

Our client is a Payments and Growth Partner dedicated to supporting ambitious businesses. They facilitate commerce by offering top-tier payment processing, proactive partnership, and growth resources. Their merchants operate in industries often underserved by other processors, and they select us because they value direct, personalized communication with a dedicated representative.

**WHAT YOU WILL DO:**

-   Call each new merchant within 4 business hours of Sales booking their onboarding call, welcome them to AHG Pay, introduce yourself as their point of contact, and confirm the call date and time.
-   Confirm merchants received the 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 isn’t ready.
-   Review each scheduled merchant’s outstanding documents every morning and follow up by phone, text, and email until everything is uploaded through the secure portal before the call.
-   Communicate with merchants using approved message templates, or write your own messages in AHG Pay’s tone when no template fits.
-   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.
-   Recover onboarding no-shows with daily outreach by phone, text, and email for 5 business days, rebooking those who reply and returning unresponsive merchants to Sales as freezer leads.
-   Congratulate merchants approved by underwriting and book their integration call with Customer Success, confirming beforehand the payment gateway, website platform, and point of contact (including their developer, if any).
-   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 make sure no merchant goes more than 2 business days without contact.

**TOOLS YOU WILL USE:**

GoHighLevel (CRM), the AHG Pay Onboarding Hub and secure upload portal, Cal.com, Microsoft Teams, SharePoint, Outlook, Slack, and Claude. This role does not have access to processor portals

## Requirements

**WHO YOU ARE:**

-   Strong English, spoken and written: You speak clearly and write short, correct messages.
-   At home on the phone: You pick up the phone first, and merchants enjoy talking to you. You bring energy to every call and can handle a busy business owner who wants to hang up.
-   Detailed: You notice when a legal name or an address differs between two documents.
-   Organized across many people: You track dozens of merchants and work with Sales, Onboarding, and Customer Success in the same day without dropping anyone.
-   Persistent: You follow up on the fifth day as cheerfully as the first.
-   A problem solver: You try two or three fixes yourself before you escalate, and you bring a recommendation along with the problem.
-   Comfortable with AI tools: You use tools like ChatGPT or Claude in your daily work and want to use more.
-   Available for U.S. hours: You can work through 5 PM Pacific to reach West Coast merchants.

**Nice to have:** experience in payments, finance, or loan or account onboarding; experience with GoHighLevel or another CRM

## Benefits

-   Fully remote

-   Weekly pay
-   Paid vacation and holidays
-   Health and learning stipends
-   Access to AI training and tools
-   Clear paths to advancement