Onboarding Specialist

Company Overview

Paystone is a leading North American payment and software company redefining the way merchants engage their customers and grow their businesses. The company's seamlessly integrated suite of automated payment processing, customer loyalty, gift card solutions, and reputation marketing is used by brands such as Irving Oil, The Source, Global Pet Foods, Kernels Popcorn, and many of the MTY Food Group's restaurant brands. Paystone's solutions are used at over 30,000 locations across Canada and the United States which collectively process over 10 billion dollars a year in bankcard volume. We employ over 200 employees and serve as the technology partner of choice for hundreds of partners across North America. Paystone is an equal opportunity employer.

Job Title

Onboarding Specialist - Merchant Accounts

Remote Location

Remote - Work From Home (North American Business Hours - Eastern Time)

Job Overview

This is a fully remote position with Paystone, a leading Canadian payment processing company. You will work during North American business hours (Eastern Time). We are looking for an Onboarding Specialist who can confidently manage a high-volume onboarding pipeline while maintaining accuracy, urgency, and strong follow-through. You will manage merchant payment applications from submission through approval and activation, working closely with internal sales teams, acquirers, and operational stakeholders to ensure applications are processed accurately and within established SLAs. This is a fast-paced operational role requiring strong organizational skills, attention to detail, and the ability to manage multiple active files simultaneously while working independently.

Note: This role focuses on operational client/merchant onboarding within the payment processing industry — managing merchant applications, reviewing documentation, and coordinating account activation. It is not an HR or employee onboarding role.

Job Responsibilities

• Manage the full onboarding lifecycle for high-volume merchant accounts across multiple acquirers
• Process applications from submission through activation and transaction readiness while meeting 24-hour SLA timelines
• Act as the primary point of contact for internal sales teams and acquirer underwriters
• Coordinate application completion, documentation accuracy, and timely approvals
• Review and audit merchant applications and supporting documentation before submission
• Identify discrepancies, missing information, and potential issues to prevent rework and application pends
• Complete accurate data entry across multiple acquirer portals
• Maintain up-to-date records within Salesforce and internal tracking systems
• Manage ongoing follow-ups, status updates, and active onboarding workflows
• Document and share onboarding process updates, acquirer mandates, and operational changes with the team
• Identify opportunities to improve onboarding workflows, SOPs, and overall operational efficiency

Requirements

• 4+ years of experience managing client onboarding, account activation workflows, or operational onboarding processes (ideally within banking, fintech, telecom, insurance, or financial services)
• Post-secondary education (Bac+2 or higher) in Business Administration, Operations, or a related field
• Proven ability to manage a high-volume onboarding pipeline independently while balancing multiple active files and ongoing follow-ups
• Ability to review documentation thoroughly, identify discrepancies, and ensure accuracy before submission
• Experience communicating application corrections or rework requirements clearly and professionally while maintaining strong working relationships
• Ability to adapt quickly and navigate complex or unclear situations with sound judgment and problem-solving skills
• Experience working with Salesforce, onboarding portals, or similar operational systems with a high level of data accuracy
• Ability to provide clear and proactive updates on onboarding progress, delays, and outstanding requirements
• Familiarity with Canadian business documentation, business structures, or customer operations is considered an asset
• Professional English (written and spoken) is required

Benefits

• Competitive compensation tied to market data
• Performance-based rewards and incentives
• Flexible time-off policy
• Career development opportunities
• Work from home - fully remote position

Our Mission

By joining Paystone, you are joining a team that is future-focused and driven by our mission of creating Customer Driven Growth. By helping our clients create better experiences for their customers, and in turn, motivating their happy customers to share their experiences with others, our platform creates the momentum for our clients to gain more happy customers. In other words, we win when our customers do.

How to Apply

To apply for this position, please submit your application through our online portal. You will need to provide your first name, last name, email address, phone number, address, and resume. The application also includes questions about your location, availability to work Eastern Time business hours (8:30 AM-4:30 PM EST or 9:00 AM-5:00 PM EST), and salary expectations. This role is offered as an independent contractor position, and contractors are responsible for managing their own taxes and benefits.