Onboarding Specialist
At Nomod we're looking for an Onboarding Specialist to join our team. You'll be on the frontline helping compliant merchants get up and running with Nomod as quickly as possible.
Read on to figure out whether this could be right up your alley!
We’re looking for an Onboarding Specialist to join our team. The ideal candidate is a proactive problem solver, a quick yet analytical thinker, possesses great communication skills, and has focus on the customer experience.
As an Onboarding Specialist, you will:
Be responsible for the fast and smooth onboarding of new merchants to the Nomod platform, carrying out KYC/KYB and account reviews
Be super responsive in assisting merchants who have queries about our onboarding process and documentation requirements, giving them a truly delightful experience
Onboard compliant merchants and help them get started charging their customers as quickly and efficiently as possible
Identify risky and non-compliant merchants using our internal framework, engage with merchants, via email, WhatsApp and voice, to gather additional information to allow us to form a clear picture of the activity taking place and the associated risks, and communicate our decision courteously and professionally
Manage the merchant onboarding pipeline in an organised and responsive manner, including handling multiple cases at various stages of progress simultaneously
Use your judgement to escalate unusual or challenging cases to team leads, providing appropriate input, and actioning the next steps
Proactively Investigate account verification behaviour, identify patterns, and help design, implement and refine processes to combat high risk and fraudulent accounts
Communicate with merchants to clearly update them on the status of their accounts, transactions and payouts, working closely with our Support and Growth team to ensure consistency in our messaging
Work with an agile, globally distributed team and be able to harness constructive feedback
Be proud of what you work on, whilst obsessing about the quality of what you produce
Have regular opportunities for career growth. We’re growing quickly and are forming new teams as we do. We have a bias towards internal promotion into leadership roles
Ensure that everyone is blown away with their Nomod experience
You’ll experience what it is like to work in a fun, entrepreneurial, and high growth startup!
What we’d like
You do not need to be intimately familiar with any of the technologies that we work with. Great people are effective at quickly learning what we use or introduce us to new ways of working.
Having said that, we think an Onboarding Specialist should:
Be educated to at least degree level or equivalent
Have previous experience in a risk, operations or dispute management role, ideally in a financial services or merchant acquiring environment
Have exceptional written and verbal skills in English. If you’re bi or trilingual in Arabic, Hindi or Urdu, that would be incredible
Have relentless focus on delivering a delightful experience to users
Have obsessive attention to detail while also being able to spot the bigger picture
Love diving deep into investigations based on a user’s story utilising an array of tools
Be persistent, resilient and comfortable asking challenging questions in the face of pushback from users
Be comfortable making high value, and sometimes emotionally difficult decisions, often without perfect information
Have lots of energy, be proactive, think quickly and revel in solving problems that may require a slightly different approach each time
Enjoy building relationships with people, and have excellent interpersonal skills and emotional intelligence
Chrome, Gmail, Google Docs, and similar web tools are second nature
Be creative, innovative, data driven, and have the ability to take on lots of responsibility, while orchestrating multiple deadlines and pushing for outcomes
Deliver no matter what it takes
Have the ability to thrive in a fully remote, distributed organisation
Be lots of fun to work with!
Nice to haves
Prior experience at a high growth startup or at an established fintech firm
Experience using data to build and refine risk and fraud tools
Fluency in other languages in addition to English
Experience working with a remote, global, multicultural team
What you’ll get
As an Onboarding Specialist you will receive:
Your choice of equipment
Competitive pay
Access to our upcoming ESOP
Incredible co-workers (yep, really!)
A super nice, flexible, distributed work environment
Do you want to join our team as our new Onboarding Specialist? Then we'd love to hear about you!