Onboarding Specialist

Overview

Scalemill (www.scalemill.com) helps technology companies increase revenue and reduce costs by setting up off-site inside sales, support and customer success teams that handle customer interactions. We exclusively work with B2B (Business-to-Business) SaaS (Software-as-a-Service) products and specialize in lead generation and appointment-setting.

Role

This role is responsible for managing the end-to-end client onboarding process, ensuring accurate documentation, KYC verification and timely account activation. The position involves guiding clients through onboarding requirements, resolving issues, coordinating with internal teams, maintaining accurate records and ensuring a smooth client experience while meeting onboarding timelines and compliance standards.

Keywords

Client onboarding, KYC, verification, documentation, compliance, account activation

Location

Lahore

Timings

10 am to 7 pm

Type

Full-time from the office

Reporting line

Team Lead and Account Manager

Key Responsibilities

• Client Onboarding & Relationship Management
  • Guide new clients through the onboarding process and account setup
  • Explain onboarding requirements, procedures and timelines to clients
  • Follow up with clients to collect required 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
  • Manage the end-to-end onboarding process from initial contact to account activation
  • Review customer account status and guide clients through pending steps
  • Monitor onboarding progress and ensure timely completion of requirements
  • Identify onboarding delays and coordinate with relevant teams for resolution
  • Ensure a smooth transition from onboarding to active account management
  • Verify that all onboarding requirements are completed before proceeding with account activation
• Collaboration & Execution
  • Work closely with sales, compliance, operations, product and support teams
  • Coordinate the handover of clients from sales to onboarding and operations
  • Share client feedback and highlight recurring onboarding challenges
  • 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, procedures and documentation standards
• KYC Responsibilities

  • Verify customer identities according to KYC requirements

  • Collect and verify CNIC, photos, proof of address, customer information, forms and questionnaires for accuracy and completeness
  • Follow up with customers on missing documents and resolve verification issues
  • Coordinate with compliance and operations teams to resolve delays
  • Maintain customer records, including documents and verification results and keep verification status updated

  • Ensure all required verification steps are completed on time

• Client Support & Improvement
• Respond promptly to client inquiries regarding onboarding and verification
• Proactively follow up with clients to prevent delays and incomplete applications

• Identify opportunities to improve onboarding procedures and reduce turnaround time

• Maintain a professional, client-focused and detail-oriented approach

• Leadership & Ownership
• Support and guide junior team members on onboarding-related responsibilities when required
• Maintain a professional, client-focused and ownership-driven approach in all interactions
• Tools: You'll be required to work on the following tools
  • Salesloft: For lead assignment, calling, email outreach and executing cadences
  • Salesforce: To manage the full sales pipeline, including lead conversion, opportunity creation, data logging, tracking deals and recording revenue and performance metric
  • Aircall: For making and managing client calls
  • Backoffice: To maintain complete client records and track all client activities and interactions

Skills Needed

• Communication: excellent written and verbal communication skills are required
• Organization: superior organizational skills to manage multiple tasks and responsibilities effectively
• Time management: strong ability to prioritize tasks, manage time efficiently and work in a fast-paced environment
• Attention to detail: accuracy in handling tasks and documents is critical
• Professionalism & discretion: maintaining high standards of professionalism and handling sensitive information with integrity and confidentiality

Technology

• This role requires someone comfortable with basic technology like computers, smartphones and common software used in offices
• Comfortable with using online messaging tools like WhatsApp, Google Chat, etc.
• Proficiency with Google Suite, like Gmail, Google Docs, Google Sheets and Google Slides

• Good. proven experience in handling CRM/ERP and dashboards

• Familiarity with task management apps such as TickTick

Background

• Bachelor's degree

• Fluent English (written and verbal) is essential

• At least 2 years of proven experience in a related role