Customer Onboarding Specialist

Paysafe•Thousand Oaks, CA

2d•Hybrid

About The Position

Paysafe is a global payments platform powering the experience economy, with a strong focus on the iGaming, video gaming, e-commerce, retail, travel and hospitality sectors. With 30 years of expertise in payment technology, Paysafe helps businesses and consumers lift every experience through seamless, secure payment solutions, including card payments, digital wallets such as Skrill, eCash solutions like PaysafeCard, and a suite of local payment methods. With approximately 2,900 employees across 12 countries and annualized transactional volume of $167 billion in 2025, Paysafe connects people and businesses worldwide through innovative digital payment experiences. Are you ready to make an impact? Join our team that is inspired by a unified vision and propelled by passion. The Customer Onboarding Specialist is responsible for managing the merchant processing application lifecycle—from initial submission through final approval or decline. This role ensures the accuracy and completeness of applications, proactively communicates with merchants to gather any outstanding information, and provides timely updates until a final decision is reached. This is a hybrid position based in our Westlake Village, CA office, with an expectation of working onsite three days per week.

Requirements

High School Diploma or GED, required; Bachelor’s Degree preferred.
1+ years of experience in a professional office setting, required.
Proven customer service experience in a related field or environment.
Strong ability to comprehend and follow both written and verbal instructions.
Demonstrates a high level of integrity and discretion when handling sensitive and confidential information.
Exceptionally organized with strong follow-up and time management skills.
Comfortable navigating and working across multiple systems and platforms.
Flexible and adaptable team player who thrives in collaborative environments.
Detail-oriented with a commitment to accuracy and quality in all tasks.

Responsibilities

Deliver expert and professional support through phone and email communications.
Review and validate submitted documentation for completeness and accuracy.
Collaborate closely with senior underwriters by providing required documentation and initial evaluations.
Serve as the primary liaison between merchants and the Paysafe Underwriting team.
Maintain a thorough understanding of Underwriting and Account Change procedures to effectively guide merchants.
Reach out to clients to request additional details or clarification when needed.
Support cross-functional teams by assisting with DocuSign request submissions.
Escalate unusual or high-risk situations to management, including concerns raised by Payment Specialists or merchants.
Monitor the Deployment Queue to identify and address delays impacting speed to revenue.
Follow up on outstanding pending payments to ensure timely resolution.
Prepare file builds for escalations when necessary.
Identify process gaps and recommend opportunities for improvement.
Consistently meet performance targets with a proactive, solution-oriented mindset.