Sales - Assisted onboarding specialist

About HALA

HALA is a pioneering fintech organization operating across the MENAP region, dedicated to transforming financial services and pioneering the future of banking for small and medium-sized enterprises (SMEs). Our mission is to empower SMEs by equipping them with advanced financial and technological solutions that facilitate business initiation, management, and growth. Through innovative tools and services, HALA enables merchants to digitize their payment processes and streamline their sales and operational workflows.

Established in 2017, HALA has expanded its footprint across the UAE, Saudi Arabia, and Egypt, operating multiple entities including HALA Payments and HALA Logistics. Our solutions are designed to enhance efficiency and accessibility for businesses of all sizes. As a licensed entity by the Saudi Arabian Central Bank, HALA adheres to the highest regulatory standards, ensuring trust and reliability in every transaction.

Position Overview

HALA is seeking a dynamic and detail-oriented Assisted Onboarding Specialist to join our growing team. This critical role is designed to bridge the gap between our self-onboarding platform and customers who encounter challenges during the process. The successful candidate will play a pivotal role in ensuring a seamless and compliant onboarding experience for our clients, fostering long-term relationships and driving customer satisfaction.

Key Responsibilities

• Customer Assistance: Proactively engage with customers who discontinue the self-onboarding process to guide them through completion, addressing any concerns or obstacles they may face.
• Document Verification: Provide hands-on support to customers during document uploads, ensuring full compliance with regulatory requirements and internal policies.
• Collaboration with Compliance: Work closely with the compliance team to verify customer documentation and information, maintaining the integrity of our onboarding standards.
• Terminal Management: Oversee the ordering and delivery of terminals to customers, ensuring timely fulfillment and minimizing operational delays.
• Feedback Integration: Establish and maintain a robust feedback loop with product and technology teams to identify and address gaps in the onboarding experience.
• CRM Management: Accurately update customer data and feedback within the CRM system to support continuous improvement and customer relationship management.

Requirements

• Customer Service Excellence: Demonstrated experience in customer service with a strong focus on problem-solving and customer satisfaction.
• Compliance Knowledge: Familiarity with compliance processes, regulatory standards, and best practices in financial services or fintech.
• Technical Proficiency: Hands-on experience with CRM tools and operational workflows, ensuring efficient data management and process execution.
• Organizational Skills: Exceptional ability to manage multiple customer interactions simultaneously while maintaining high levels of accuracy and efficiency.
• Industry Experience (Preferred): Prior experience in the fintech sector, particularly in payment acceptance solutions, is highly desirable.

Performance Expectations

To excel in this role, the Assisted Onboarding Specialist is expected to:

• Acheive an 80% customer reach rate, ensuring no client is left without assistance.
• Maintain a 60% onboarding conversion rate for qualified leads, driving successful customer acquisition.
• Ensure all customer feedback is meticulously recorded in the CRM system to support data-driven decision-making.

Why Join HALA?

Working at HALA offers a unique opportunity to be at the forefront of the fintech revolution, where customer service, compliance, and technology intersect to create transformative solutions. Our inclusive and diverse culture fosters innovation, flexibility, and collaboration, whether you choose to work remotely, in-office, or in a hybrid setup.

We are committed to your professional growth and offer competitive compensation packages, including the potential for equity. Our learning stipend and regular training programs empower you to tackle new challenges and advance your career in a fast-paced, hyper-growth environment. Join a global team of over 30 nationalities across seven countries and gain invaluable experience in an industry poised for exponential growth.

At HALA, we believe in empowering our employees with autonomy, mentorship, and ambitious goals that drive both personal and organizational success. You will be entrusted with significant responsibility and the freedom to innovate, knowing that your contributions directly shape the future of fintech. If you are ready to take on a challenging and rewarding role in a dynamic industry, we invite you to apply and become part of our remarkable team.