Customer Onboarding Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Onboarding Specialist based in Mexico. Are you passionate about customer experience, relationship building, and helping businesses get started successfully? This opportunity allows you to play a key role in onboarding new business partners within the fast-growing fintech and cryptocurrency industry. You will serve as the primary point of contact for new partners, guiding them through every step of the onboarding journey, from initial communication and document collection to account verification and final approval. Working closely with Compliance, Sales, Operations, and Customer Success teams, you will ensure that every onboarding process is smooth, accurate, and completed on time. You will combine strong organisational skills with customer-focused communication to build trust and deliver an excellent first impression. This is an ideal opportunity for a detail-oriented professional who enjoys solving problems, managing processes, and contributing to the growth of an innovative financial technology business. Accountabilities: - Act as the primary onboarding contact for new business partners, explaining onboarding requirements, answering questions, and providing clear guidance throughout the entire process. - Collect business information, Know Your Customer (KYC) documentation, ownership details, and other required materials in accordance with internal procedures and compliance standards. - Review submitted documents and information to ensure completeness, accuracy, and consistency, proactively following up on missing documents, discrepancies, or additional requirements. - Enter and maintain partner information and documentation within the appropriate CRM platforms and internal systems, ensuring records remain accurate and up to date. - Collaborate with the Compliance team to coordinate document reviews, respond to additional information requests, manage escalations, and follow each case through to final approval.

- Monitor the progress of individual onboarding cases, identify potential delays, resolve issues proactively, and keep business partners and internal stakeholders informed. - Work closely with Sales, Operations, and Host Success teams to ensure a seamless transition from initial onboarding to ongoing partner support. - Handle confidential business and personal information responsibly, following established privacy, data protection, and information security procedures. - Identify recurring onboarding challenges and recommend improvements to communication templates, workflows, documentation requirements, and operational processes. - Track onboarding activity, completion timelines, outstanding documentation, and case progress to support operational efficiency and reporting. - Use digital and AI-powered tools where appropriate to support research, streamline administrative tasks, and improve daily productivity. Requirements: - At least 1 year of professional experience in customer onboarding, customer support, account coordination, operations, or a related customer-facing or administrative role. - Strong attention to detail, with practical experience reviewing documents, validating customer information, and maintaining accurate records. - Excellent written and verbal communication skills, with the ability to explain processes and documentation requirements clearly to business owners and other stakeholders. - Strong organisational and follow-up abilities, including the capacity to manage multiple onboarding cases, prioritise tasks, and consistently meet deadlines. - Familiarity with CRM platforms, document management systems, Microsoft Office, and other standard business productivity tools. - Good judgement when handling sensitive and confidential information, with an understanding of when to escalate discrepancies or potential compliance concerns.