Merchant Onboarding Coordinator
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Job Description
Merchant Onboarding Coordinator supporting AHG Pay’s personalized payment-processing services. Coordinating merchant documents, calls, follow-ups, and integration scheduling.
Responsibilities:
- 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 onboarding emails and can access the secure upload portal, and walk them through the Green Tier document list.
- Confirm attendance the day before onboarding calls and reschedule through Cal.com when a merchant is not ready.
- Review outstanding documents every morning and follow up by phone, text, and email until everything is uploaded before the call.
- Communicate using approved message templates or write messages in AHG Pay’s tone when no template fits.
- Check documents for basic mismatches and escalate onboarding-plan changes to the Merchant Onboarding Manager.
- Recover onboarding no-shows with daily outreach for 5 business days, rebooking responsive merchants and returning unresponsive merchants to Sales as freezer leads.
- Congratulate merchants approved by underwriting and book integration calls with Customer Success, confirming the payment gateway, website platform, and point of contact.
- Confirm integration-call attendance, rebook cancellations or no-shows, and cancel calls for merchants who qualify 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.
- Use GoHighLevel, AHG Pay Onboarding Hub, secure upload portal, Cal.com, Microsoft Teams, SharePoint, Outlook, Slack, and Claude; the role does not have access to processor portals.
Requirements:
- 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
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