Job Description:

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.
- 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

📌 Merchant Onboarding Coordinator (Colombia)
🏢 Assistant Launch
📍 Colombia