Merchant Onboarding Coordinator

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.