Onboarding Specialist (Client Onboarding & Payment Operations) - Costa Rica in at Paystone

At Paystone, we’re looking for an Onboarding Specialist who can confidently manage a high-volume onboarding pipeline while maintaining accuracy, urgency, and strong follow-through.

In this role, you’ll 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. You’ll review documentation, troubleshoot discrepancies, coordinate follow-ups, and help merchants move smoothly through the onboarding process.

This is a fast-paced operational role that requires strong organizational skills, attention to detail, and the ability to manage multiple active files simultaneously while working independently and making sound decisions in “grey area” situations.

PLEASE NOTE: THIS IS NOT AN HR ONBOARDING ROLE. THIS POSITION FOCUSES ON MERCHANT/CLIENT ONBOARDING WITHIN THE PAYMENT PROCESSING INDUSTRY.

What You'll Do

• 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.

• Post-secondary education in Business Administration, Operations, or a related field is considered an asset.
• 4+ years of experience in client onboarding or merchant onboarding within a fast-paced environment.
• 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