EverPro - Customer Onboarding Associate

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com. 

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/ 

The EverPro Payment Operations team is looking for a Customer Onboarding Associate to support the enrollment and onboarding process for all new customers. EverCommerce Payment Solutions and our industry-leading payment gateway, PaySimple, is the leading provider of payment management solutions for over 20,000 SMBs. Our APIs and SaaS products provide payment acceptance, billing automation, client management, ecommerce, mobile, and point-of-sale solutions tailored to the needs of service-based businesses. 

In this role, you will be working with small business owners who need a merchant account to collect online payments through our integrated SaaS solutions across a variety of industries. The Customer Onboarding Associate will be responsible for application fulfillment, which includes ensuring all new customers provide the required documentation to be approved for a merchant account. You will work closely with our Sales, Customer Success, and Customer Care teams, along with our payment processors, to ensure a smooth and efficient onboarding experience for all new customers.  

Responsibilities: 

• Manage and prioritize a pipeline of SMB customer applications for software and payment processing. 

• Work as a liaison between our prospective customers and our payment processors via proactive phone and email outreach. 

• Communicate cross-functionally with Sales, Customer Success, Customer Care, as well as the prospective merchant and our payment processing partners, to gather, prepare, and submit documentation prior to and throughout the underwriting process. 

• Place outbound calls to prospective customers to acquire documents and business information necessary in enabling them for payments. 

• Help reduce churn of new merchants via proactive communication and support to create a positive merchant experience.  

• Set expectations, consult with prospective merchants, and seek solutions to customer concerns and challenges. 

• Ensure customer onboarding questions are answered, and requests are fulfilled in a timely manner. 

• Play a key role in accelerating onboarding and application completion to drive total payment vol