Onboarding Coordinator

*Please read prior to applying - this role is located on-site in Williamsville, NY so applicants should reside within a reasonable commutable distance from this area.

Valmar Merchant Services is looking for an Onboarding Coordinator to run the daily work of getting approved merchants live. Once Underwriting and our sponsor banks approve a merchant, you make it real: you check the package one last time, submit it to the bank, board the account on the processor, build and ship the equipment, and hand the merchant to Customer Success ready to take its first payment.

This is a hands-on, detail-heavy role in a fast-paced payments environment. You will work inside our CRM every day, follow documented procedures precisely, and keep a queue moving that other departments depend on. Sales is waiting on you to get their deal live. Customer Success is waiting on you to hand it off clean. The banks are counting on the package being right the first time. You will be trained from the ground up on the industry, the systems, and the procedures by the person who built them, cross-trained with a peer so coverage never depends on one person, and expected to learn fast and ask early.

The right person is meticulous without being slow, comfortable owning a queue, and unbothered by the fact that every merchant is slightly different from the last one. You notice the missing document before the bank does. You would rather ask a question than guess. And when you find a step in the process that keeps tripping people up, you say so, because the person you report to is building the fix.

What You Will Own

• Package QA before bank submission. Review every underwriting-approved package before it goes to the bank: document completeness, file formats and naming, bank-specific requirements, pricing fields, and the notes the bank needs to see. Catch the error here so it never becomes a bank follow-up.
• Bank submission, both banks. Submit approved packages to each of our sponsor banks through that bank's required channel, whether directly from the CRM or through the bank's own portal and document upload. Track each submission through approval and clear conditional-approval items with Sales and Underwriting.
• Boarding and VAR creation. Board approved merchants on the processor, create the VAR sheet, and move the account through the boarding statuses in the CRM so every step is timestamped and visible.
• Equipment build, shipping, and inventory. Build terminals and card readers to the merchant's configuration, program PIN debit and EBT where required, capture serials, ship to the merchant, and track delivery. Reprogram merchant-owned equipment remotely when they are keeping their own hardware. Handle post-live equipment requests: additions, replacements, and returns.
• Referral partner setup and intake. Set up new referral partners in the CRM: invitations, agreement dispatch, and profile data. For assigned partners, gather documents, create the lead, and run follow-ups through to submission. Follow up on partner-submitted packages the same way you would a direct one.
• Partner account administration. Process referral partner administrative changes from ticket: portal user additions and switches, and residual reassignment once confirmation is on file from the current payee and Accounting has signed off.
• CRM data hygiene. Run the recurring account status review: work the exception list of closed merchants showing active, confirm each with Customer Success, and correct the record.
• Remote check capture and equipment inventory. Run daily remote check capture: print, scan, and process the day's checks. Track RCC stock against reorder thresholds and order to maintain adequate stock and related supplies. Maintain the equipment inventory tracker, flag models approaching their thresholds, and place terminal and reader orders ahead of need.
• Handoff and queue hygiene. Hand every boarded merchant to Customer Success through the go-live ticket with everything they need to create the gateway, issue credentials, and make first contact. Keep the boarding queue, tickets, and statuses current so anyone can see where any merchant stands without asking.
• Procedure adherence and feedback. Follow the published SOPs for every procedure above, flag where they are wrong or incomplete, and help keep them current as banks and processors change their requirements.

What Success Looks Like

• The queue moves every day. Approved merchants are submitted, boarded, and handed off inside the turnaround targets we set, and the CRM shows it.
• Packages reach the bank clean. Bank-driven follow-ups and resubmissions trend down because the QA step caught the issue first.
• Equipment ships right the first time. Serials are captured, deliveries are tracked, and Customer Success is not fielding calls about a terminal that was never programmed.
• Sales trusts the handoff. A rep who moves a merchant into boarding knows what happens next and when, without chasing.
• You run the function independently within your first few months, with your manager stepping in for surges and escalations rather than day-to-day execution.
• Every recurring snag you hit becomes a documented fix, not a workaround you keep in your head.

What You Bring

• Relentless attention to detail. You catch the expired ID, the mismatched bank letter, the wrong file format, and the blank pricing field, and you do it consistently across a high daily volume.
• Comfort owning a queue. You can prioritize, keep multiple merchants moving, and communicate status without being asked.
• Strong procedure discipline. You follow a documented process precisely, and you tell someone when the process is wrong instead of quietly working around it.
• Clear, professional written communication. You will coordinate with Sales, Underwriting, Customer Success, referral partners, and occasionally banks and merchants.
• Fast learner in a systems-heavy environment. You will be trained on the CRM, the processor tools, the bank portals, and the equipment, and you will be expected to become fluent in them.
• Comfort handling sensitive financial and personal data with care and discretion.
• Curiosity about how payments actually work. Understanding why a step exists makes you better at the step.

Bonus points for: prior merchant services, payments, banking, or underwriting-support experience; CRM or ticketing-system experience (IRIS / Merchant Central especially); hands-on experience with payment terminals; a track record in any high-volume, accuracy-critical role such as loan processing, paralegal work, or claims.

Tools you will use: IRIS / Merchant Central CRM, processor boarding tools, bank submission portals, PAX and Dejavoo terminals, SwipeSimple, Microsoft 365, Slack, and the internal AI-assisted tools described below. Training is provided on all of them.