Assisted Onboarding Specialist - Sales

About HALA

HALA is a prominent fintech organization in the MENAP region, focused on revolutionizing financial services to establish the future bank tailored for SMEs. The company empowers small and medium businesses by equipping them with advanced financial and technological resources. Operating since 2017 and licensed by the Saudi Arabian Central Bank, HALA manages multiple entities across UAE, Saudi Arabia, and Egypt, including HALA Payments and HALA Logistics, offering innovative payment digitization and operational management solutions for merchants.

Role Overview

We are looking for a diligent and proactive Assistance Onboarding Specialist to join our team. This role is critical in facilitating a smooth onboarding journey for clients encountering difficulties during the self-onboarding process, bridging customer service, compliance, and operational support areas.

Key Responsibilities

• Support customers who do not complete the self-onboarding process, enabling them to finalize their registration effortlessly.
• Guide clients in uploading necessary documents while ensuring adherence to regulatory compliance standards.
• Work in partnership with the compliance team to authenticate customer documents and details.
• Manage orders for terminals and oversee their prompt delivery to customers.
• Maintain open and continuous communication with product and technology teams to identify and resolve onboarding deficiencies.
• Diligently update customer information and feedback within the CRM platform.

Candidate Requirements

• Excellent customer service skills with a focus on finding effective solutions.
• Knowledge and understanding of compliance procedures and standards.
• Experience utilizing CRM systems and managing operational workflows.
• Exceptional organizational capabilities to handle numerous customers efficiently.
• Advantageous: Prior exposure to the fintech sector, particularly within payment acceptance.

Performance Targets

• Attain an 80% success rate in contacting customers.
• Maintain a 60% conversion rate for onboarding qualified customers.
• Ensure meticulous documentation of all customer feedback in the CRM system.

Opportunities & Challenges

This role uniquely blends customer service, compliance, and technological aspects within an energetic fintech setting, offering significant professional growth potential.

What HALA Offers

• An inclusive and diverse workplace culture fostering innovation and offering flexible work arrangements such as remote, in-office, or hybrid setups.
• Attractive compensation plans, inclusive of share options.
• Regular training programs, annual learning stipends, and strong support for personal and professional development within a fast-growing environment.
• A multicultural team comprising more than 30 nationalities across seven countries, providing a rich and dynamic work experience.
• Autonomy paired with mentorship and ambitious goals that unlock valuable opportunities for personal and organizational success.
• Significant responsibility and trust granted to employees, emphasizing empowerment to execute decisions best suited to their roles.