Onboarding Analyst Full Time NEW

We are hiring for a Merchant Services Customer Support Specialist to join a fast-paced financial services team supporting internal Sales and Sales Support partners with merchant onboarding and account management activities.

Key Responsibilities:

• Serve as the first point of contact for customer support inquiries, technical questions, and issue resolution

• Support internal and external customers with account management, onboarding operations, documentation review, and technical support activities

• Manage a queue of Add Location requests for Wells Fargo Merchants and ensure accurate onboarding of new Merchant IDs (MIDs)

• Review submissions, perform research, and utilize analytical thinking to ensure complete and accurate data prior to onboarding

• Identify opportunities for process improvement and support service quality initiatives

• Participate in product conversions, special projects, and new product development initiatives

• Present recommendations for resolving customer and operational issues while exercising sound judgment and adherence to compliance requirements

• Collaborate cross-functionally with stakeholders, partners, and customers in a team-oriented environment

Required Qualifications:

• 2+ years of experience in Customer Service, Financial Services, Contact Center operations, or related experience

• 1+ year of Merchant Services experience

• Strong analytical, problem-solving, and organizational skills

• Excellent verbal, written, and interpersonal communication skills

• Ability to manage a pipeline of work from assignment through completion

• High attention to detail, urgency, and accuracy in a fast-paced environment

Preferred Qualifications:

• Understanding of Know Your Customer (KYC) regulations

• Experience with client onboarding, merchant account management, or Add Location processes

• Knowledge of financial services back-office operations

• Ability to navigate ambiguity and resolve complex customer issues independently

• Strong collaboration skills with the ability to work across organizational levels