Onboarding Specialist – Client & Payment Operations

About the role

Paystone is seeking an Onboarding Specialist to manage a high‑volume merchant onboarding pipeline within the payment processing industry. You will guide merchant applications from submission through activation, ensuring accuracy and adherence to strict service‑level agreements.

Key responsibilities

• Manage the full onboarding lifecycle for high‑volume merchant accounts across multiple acquirers.
• Process applications from submission to activation, meeting 24‑hour SLA timelines.
• Serve as the primary contact for internal sales teams and acquirer underwriters.
• Coordinate documentation completion, verify accuracy, and secure timely approvals.
• Review and audit merchant applications and supporting documents before submission.
• Identify discrepancies, missing information, and potential issues to prevent rework.
• Enter data accurately across multiple acquirer portals and maintain records in Salesforce and internal tracking systems.
• Provide proactive updates on onboarding progress, delays, and outstanding requirements.
• Document and share process updates, acquirer mandates, and operational changes.
• Identify opportunities to improve workflows, SOPs, and overall efficiency.

Required profile

• Post‑secondary education in Business Administration, Operations, or a related field (asset).
• 4+ years of experience in client or merchant onboarding within a fast‑paced environment.
• Proven ability to manage a high‑volume pipeline independently while balancing multiple active files.
• Strong attention to detail and ability to identify documentation discrepancies.
• Excellent communication skills for conveying corrections and maintaining relationships.
• Ability to navigate complex or unclear situations with sound judgment.
• Familiarity with Canadian business documentation and structures is a plus.

Required skills

• Salesforce