Onboarding Specialist

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

Key Responsibilities

- Manage client onboarding and relationship by guiding new clients through account setup, explaining requirements, procedures, and timelines.
- Follow up with clients to collect necessary information and documentation, addressing queries and resolving onboarding issues promptly.
- Oversee the end-to-end onboarding process from initial contact to account activation, monitoring progress and ensuring timely completion.
- Identify and resolve onboarding delays by coordinating with relevant internal teams to maintain smooth transitions to active account management.
- Verify that all onboarding requirements, including KYC checks, are completed before account activation.
- Collaborate closely with sales, compliance, operations, product, and support teams to ensure effective handover and onboarding experience.
- Share client feedback and highlight recurring challenges to support continuous improvement of onboarding procedures.
- Maintain accurate onboarding records and update client information in the CRM system.
- Track onboarding progress, document status, verification results, and account activation milestones.
- Prepare reports on onboarding performance, delays, and completion rates while ensuring compliance with internal policies and documentation standards.
- Conduct KYC responsibilities by verifying customer identities, collecting and validating CNIC, photos, proof of address, and other required documents.
- Follow up on missing documents, resolve verification issues, and coordinate with compliance teams to prevent delays.
- Provide prompt client support related to onboarding and verification, proactively following up to avoid incomplete applications.
- Identify opportunities to improve onboarding workflows and reduce turnaround times.
- Support and guide junior team members on onboarding tasks when needed, maintaining a professional and ownership-driven approach.
- Utilize tools such as Salesloft for lead management and outreach, Salesforce for sales pipeline and data tracking, Aircall for client calls, and Backoffice for maintaining client records.

Required Qualifications

- Bachelor’s degree with at least 2 years of proven experience in client onboarding, KYC verification, or a related role.
- Excellent written and verbal communication skills in English.
- Strong organizational skills with the ability to manage multiple tasks efficiently.
- Effective time management and prioritization skills to work in a fast-paced environment.
- High attention to detail and accuracy in handling documentation and client information.
- Professionalism and discretion in managing sensitive data with integrity and confidentiality.
- Comfortable using computers, smartphones, and common office software.
- Proficiency with Google Suite (Gmail, Docs, Sheets, Slides) and experience with CRM/ERP systems.
- Familiarity with online messaging tools such as WhatsApp and Google Chat.
- Experience with task management applications like TickTick is a plus.

This full-time, office-based position is located in Lahore, with working hours from 10 am to 7 pm. The role reports directly to the Team Lead and Account Manager, providing an opportunity to contribute to a dynamic team focused on delivering exceptional client onboarding experiences within the SaaS industry.