As an Onboarding Specialist at Global Payments, your primary responsibilities include guiding new customers through the onboarding journey for our Ezidebit and Eway brands. This involves engaging with customers via calls, setting up merchant applications, conducting compliance checks, and managing customer queries. You will also collaborate with internal teams to ensure product updates are communicated effectively and track onboarding tasks to maintain a high level of data integrity.

To succeed as an Onboarding Specialist at Global Payments, you should possess a customer-first mindset, strong communication skills, and problem-solving abilities. Previous experience in customer service is essential, while a background in the payments or financial services industry is preferred. Familiarity with CRM systems like Salesforce will also boost your application. Strong organizational skills and a proactive attitude towards learning and adapting are key to thriving in this dynamic role.

Global Payments is dedicated to fostering career growth for their Onboarding Specialists through various opportunities including professional development resources, access to industry events, and mentorship programs. Our culture promotes continuous learning, and employees are encouraged to provide and receive feedback to improve their skills. Joining our team means you’ll have the chance to advance in a global technology brand that values innovation.

The onboarding process at Global Payments is designed to be smooth and supportive. As an Onboarding Specialist, you will facilitate this process by guiding customers through initial steps, ensuring they understand how to navigate our Ezidebit and Eway platforms. You'll perform compliance checks and assist with any queries while actively working to improve efficiencies based on customer feedback. Your role is integral to ensuring that customers feel confident and prepared as they start using our services.

Global Payments offers a comprehensive benefits package for its Onboarding Specialists, including flexible work arrangements, generous parental leave, and access to wellness programs. Employees enjoy additional perks such as paid community giving days, birthday leave, and opportunities for global career development. This commitment to employee well-being reflects our values of passion, care, and excellence, creating a supportive work environment.

In managing multiple onboarding customers, I prioritize tasks based on their urgency and the specific needs of each customer. I use scheduling tools to track progress, ensuring timely follow-ups. I also communicate openly with clients to understand any immediate concerns they may have, which helps in managing my time effectively without compromising quality.

Certainly! In a previous role, I encountered a situation where a customer experienced difficulties with their application setup. By calmly guiding them through the process, I discovered that a simple verification step had been overlooked. I walked them through the correct procedures, ensuring a smooth resolution and followed up after activation to confirm their satisfaction.

I maintain positive customer relationships by consistently communicating with clarity and empathy. I focus on understanding their needs and concerns while providing timely updates on their onboarding progress. Building rapport through personalized interactions and active listening also significantly contributes to a positive experience.

The most important quality for an Onboarding Specialist is a customer-first mindset. This entails being attentive to customer needs, proactively addressing concerns, and being adaptable in response to changing situations. Creating a supportive onboarding experience is crucial for customer activation and satisfaction.

I stay updated on product changes through regular communication with internal teams and by accessing training resources. Participating in team meetings and cross-departmental discussions also helps me gain insights into new features, ensuring I can provide accurate and helpful guidance to customers during onboarding.

If a customer’s onboarding process is taking longer than anticipated, I would proactively reach out to them. I’d explain the status, acknowledge any delays, and provide an estimated timeline for resolution. Transparency is key, and I would ensure they feel supported throughout the process.

In previous onboarding roles, I primarily used CRM systems like Salesforce for managing customer interactions and tracking onboarding tasks. Additionally, I utilized communication platforms for internal collaboration and productivity software for scheduling and task management.

My approach to conducting compliance checks involves a detailed review of required documentation while adhering to Credit/Risk guidelines. I ensure that all necessary steps are followed and verify that the information provided aligns with our compliance requirements, thus safeguarding both the customer and the company.

I view customer feedback as an invaluable resource for improvement. I actively solicit feedback during and after the onboarding process and take the time to analyze it for trends. Implementing actionable insights from this feedback not only improves the process but also enhances customer satisfaction.

I am drawn to Global Payments because of its commitment to customer success and innovation in the payment solutions space. The values of passion, care, and accountability resonate with me personally, and I am excited about the opportunity to contribute to a dynamic team that values diversity and supports employee growth.