Merchant Onboarding Specialist

Job Description

Merchant Onboarding Specialist | Wizehire

The Tone:
This is a full-time role at Alternative Horizons Group, located in West Palm Beach, FL. The company is a payment processing partner for businesses in emerging industries like hemp and wellness, providing critical services when traditional systems fail them. This role is highly impactful, serving as the essential bridge between a merchant’s commitment and their first live transaction, directly influencing revenue growth and client success.

The TL;DR
• Role: Specialist
• Type: Full-time
• Location: In-person, West Palm Beach, FL
• Pay: $70000–$75000 yearly
• Mission: To ensure merchants successfully transition from verbal commitment to their first live transaction by managing the entire onboarding and processor approval process.
• Tech Stack: Onboarding Hub, IRIS CRM, PandaDoc, AI tools

What You’ll Actually Do
• Live Onboarding Calls: Run 30-60 minute video calls with merchants to guide them through the application process, collect and review documents, pre-fill applications, get them signed, and submit them to the processor.
• Document Collection and Validation: Collect and validate various business documents (e.g., Articles of Incorporation, EIN letters, operating agreements, bank statements), ensuring accuracy and consistency, especially legal business name matches across all items.
• Processor Submission and Underwriting Management: Prepare clean application packages for submission to processor partners and act as the liaison to manage underwriting questions and requests for additional documents promptly.
• Merchant Communication: Serve as the primary point of contact for merchants from the onboarding call through approval, setting expectations, following up on missing items, and ensuring a supportive and clear process.
• Process Improvement: Contribute to the optimization of onboarding workflows by documenting gaps and proposing solutions to enhance efficiency and scalability.

The Must-Haves
• Background: A detail-obsessed operator who naturally solves problems before escalating, thrives amidst change, and is committed to showing up and delivering reliable outcomes in a high-stakes environment.
• Experience: Proficiency in identifying discrepancies in critical legal and financial documents, managing complex processes, and a proactive approach to learning and adopting new systems and tools.
• Skills: Exceptional attention to detail, strong problem-solving capabilities, adaptability to evolving processes and tools, calm and professional communication under pressure, and unwavering reliability in meeting deadlines.
• Bonus: Excited about and actively uses AI tools to enhance operational efficiency and has a clear perspective on AI’s impact on operations work.