We are looking for:

Onboarding Specialist

Description
8 out of 10 SMEs from developing countries looking to start exporting today get rejected by banks. Those that manage to get access to accounts, are severely underbanked - facing compliance hurdles, unexplained closures of their accounts and poor customer experiences.

Addressing over six million SMEs globally, with a $500B market opportunity in payments & FOREX alone, Silverbird is on a mission to make international traders bankable again. We're here to enable freedom of trade and make it easy for merchants to grow their businesses internationally.

Founded in 2020, Silverbird launched its MVP in September 2021 following an oversubscribed seed raise of >$7M from notable investors like Stride Capital (UK), FJ Labs (US), All Iron Ventures (Spain), FEBE Ventures (Vietnam), MOC (Poland), and others. The founder, Maxim Faldin – a Stanford MBA graduate, is a serial entrepreneur with a 15-year track record of building and scaling e-commerce businesses. His first venture Wikimart was funded by Tiger Global and enjoyed great success, dubbed as the eBay of Russia. Max is passionate about building purpose-driven businesses with strong cultures that support scalable growth.

Today, a team of 100+ distributed across the UK, Lithuania, Georgia and Moldova, we are growing rapidly in customers and headcount. We're preparing for a meaningful growth round, building out the organisational infrastructure to enable us to grow into a global category leader in international trade.

Definition of the role:
The onboarding specialist role is a key function on our Customer Experience team. The mission of Onboarding Specialists is to support customers in completing the application process, increase the conversion rate of applications started to completed. By interacting with the customer at various touch point of their application process, the Onboarding Specialist will offer assistance with filling in the information, collecting required documentation and coordinating with our compliance team in getting customers approved for an account. This role requires a mixture of great communication and persuasion skills, attention to detail, strong research skills and a proactive approach to customer relationship management.

Responsibilities:
- Pre-screening customer applications to identify high potential opportunities and qualify them for having a dedicated Onboarding Specialist assigned
- Establishing relationships with assigned customers and support them in completing the application
- Pro-actively research customer information through internal and external systems and develop a deeper understanding of the customer profile and fit
- Where possible, upload available documentation on the customer’s behalf and collect information to simplify the process on their end
- Conduct concierge calls and product demos to simplify filling in the application and give customers a better understanding of our product offering
- Provide briefing document for the compliance specialist checking the application
- Be the liaison between the customer and the compliance specialist and assist with questions and additional document requests in a timely manner
- Participate on compliance stand-up calls and onboarding committee to give regular updates on the progress of customer applications
- Provide feedback to the product, MKT & sales teams to improve the end customer targeting and onboarding experience
- Handover Tier 1 & Tier 2 (priority) accounts to dedicated account managers
- Work with Tier 3 accounts to activate them before handing over to the general Customer Support line.

Requirements:
- Full working proficiency in English
- Effective communication and interpersonal skills
- Proficiency with MS Office, Google Suite and comfortable computer literacy
- Strong analytical skills, attention to detail, sound judgement and decision-making skills
- Positive, self driven attitude and ability to prioritise own workload while working in a team

Nice to have:
- Prior experience in sales or account management preferred

Benefits:
- Free training on Anti-money laundering / Counter Terrorist Financing & Regulatory Compliance
- Training on internal processes relating to product, onboarding and customer relationship management
- Free courses available for English improvement
- Hybrid working schedule
- Modern office in the center of the city
- Competitive salary and bonus scheme
- Dynamic start-up environment and international team
- Online mental health support service


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