Onboarding Specialist

Scalemill specializes in helping technology companies grow revenue and reduce costs by establishing off-site inside sales, support, and customer success teams that manage customer interactions. Focusing exclusively on B2B SaaS products, the company excels in lead generation and appointment setting. The Client Onboarding Specialist will manage the entire client onboarding process, ensuring accurate documentation, KYC verification, and timely account activation. This role involves guiding clients through onboarding requirements, resolving issues, coordinating with internal teams, maintaining precise records, and delivering a seamless client experience while adhering to compliance standards and timelines.

Key Responsibilities

- Client Onboarding & Relationship Management: Guide new clients through the onboarding process and account setup. Clearly explain onboarding requirements, procedures, and timelines. Follow up to collect necessary information and documents, address client queries, and resolve onboarding-related issues. Coordinate with internal teams to ensure a smooth onboarding experience.

- Account Setup & Process Management: Oversee the onboarding process from initial contact to account activation. Review account status and assist clients with pending steps. Monitor progress to ensure timely completion of requirements, identify delays, and collaborate with relevant teams to resolve issues. Ensure all onboarding steps are completed before activating accounts.

- Collaboration & Execution: Work closely with sales, compliance, operations, product, and support teams. Manage the handover of clients from sales to onboarding and operations. Share client feedback and highlight recurring challenges to support improvements in onboarding procedures and customer experience.

- Reporting & Performance: Maintain accurate onboarding records and update client information in the CRM. Track onboarding progress, pending documents, verification status, and account activation. Prepare reports on onboarding performance, delays, and completion rates. Ensure compliance with internal policies and documentation standards.

- KYC Responsibilities: Verify customer identities according to KYC requirements. Collect and validate CNIC, photos, proof of address, customer information, forms, and questionnaires for accuracy and completeness. Follow up on missing documents and resolve verification issues. Coordinate with compliance and operations teams to address delays. Maintain up-to-date customer records and verification status.

- Client Support & Improvement: Respond promptly to client inquiries related to onboarding and verification. Proactively follow up to prevent delays and incomplete applications. Identify opportunities to enhance onboarding procedures and reduce turnaround times. Maintain a professional, client-focused, and detail-oriented approach.

- Leadership & Ownership: Support and guide junior team members on onboarding responsibilities when needed. Demonstrate professionalism and ownership in all interactions.

- Tools Utilized: Work with Salesloft for lead assignment, calling, email outreach, and cadence execution; Salesforce for managing the sales pipeline, lead conversion, opportunity creation, and performance tracking; Aircall for client calls; and Backoffice for maintaining client records and tracking activities.

Required Qualifications

- Bachelor’s degree.
- Minimum of 2 years of relevant experience in client onboarding or a related role.
- Excellent written and verbal communication skills in English.
- Strong organizational skills to manage multiple tasks effectively.
- Proven ability to prioritize and manage time efficiently in a fast-paced environment.
- High attention to detail and accuracy in handling documents and processes.
- Professionalism and discretion in managing sensitive information with integrity and confidentiality.
- Comfortable using basic technology including computers, smartphones, and common office software.
- Proficiency with Google Suite (Gmail, Docs, Sheets, Slides).
- Experience with CRM/ERP systems and dashboards.
- Familiarity with online messaging tools such as WhatsApp and Google Chat.
- Knowledge of task management applications like TickTick.

This is a full-time, office-based position located in Lahore, with working hours from 10 am to 7 pm. The role reports directly to the Team Lead and Account Manager. Candidates who thrive in a collaborative environment and are committed to delivering a high-quality client onboarding experience will find this opportunity rewarding.