About the team

The Chief Operations & Risk Office (CORO) is responsible for the delivery of our core services and the management of all operational and risk functions. The team ensures a seamless and efficient experience for our customers, from onboarding and support to payment processing and fraud prevention, driving reliability and scalability as we grow.

Your mission

As the Senior Enterprise Onboarding Specialist, you will provide expert support for enterprise merchant onboarding, ensuring seamless setup and ongoing account maintenance for our most complex customers.

Reporting to the Enterprise Onboarding Manager, you will be the trusted point of contact for enterprise merchants, internal teams and external partners throughout the onboarding journey, delivering accurate, timely service that sets the foundation for long-term customer success.

Areas of responsibility

Enterprise Account Setup & Management

• Serve as the single point of contact for Key Merchants during onboarding projects.
• Conduct scoping with Key Merchants and coordinate involvement of the appropriate Worldline teams.
• Lead end-to-end onboarding for enterprise merchants, ensuring correct configuration and on-time go-live.
• Manage complex account setups and system modifications with precision.
• Coordinate multi-party integrations and technical requirements with internal IT and external providers.
• Process onboarding requests and gather necessary inputs to enable problem-solving.

Quality Assurance & Documentation

• Perform quality checks on all contract types and ensure proper documentation standards for new contracts and amendments.
• Maintain accurate documentation and records for all customer interactions and application activities
• Ensure compliance with regulatory requirements impacting Enterprise Onboarding Function.
• Execute recurring operational tasks including daily reporting in task management tools.

Customer Service & Relationship Management

• Serve as primary contact for enterprise merchants during onboarding, post onboarding/ hyper care and providing proactive updates and addressing concerns.
• Handle complex customer requests independently, gathering relevant information and coordinating solutions across teams.
• Provide expert guidance on product features, setup options and best practices tailored to enterprise needs.

Issue Resolution & Escalation

• Escalate issues to the appropriate internal teams when required, oversee the implementation of agreed solutions, monitor progress to ensure timely closure, and drive continuous improvement by identifying patterns in customer issues and recommending process enhancements.

What you’ll need

Skills and Experience

• Extensive experience in customer onboarding, account management or technical support within B2B financial services, fintech or payments industry.
• Proven experience managing complex enterprise customer relationships and multi-stakeholder coordination.
• In-depth knowledge of Merchant products, services and processes.
• Strong project management skills with ability to handle multiple Enterprise onboarding projects concurrently.
• Proficiency in CRM systems, Microsoft Office suite and payments/merchant processing platforms.

Attributes

• Proactively own enterprise onboarding projects from initiation to go-live, managing them to completion within agreed timelines.
• Exceptional attention to accuracy in complex system configurations and documentation.
• Strong relationship builder with the ability to communicate effectively with enterprise stakeholders at all levels.
• Solution-oriented approach with ability to navigate complex technical and commercial challenges.
• Able to manage competing priorities in a fast-paced environment.

Qualifications

• Tertiary qualification in Business, Customer Experience, Operations Management or related field is valued.

Our values

At ANZ Worldline Payment Solutions, we live our values, and they set the framework for how we work with each other, our partners, and our customers:

• Innovation
• Excellence
• Cooperation
• Empowerment

We’re passionate about continuous growth and improvement. As we evolve, our jobs and functions may change over time. This document aims to capture the key scope, functions and impact of a role.

We hope you’ll join us on this journey - and encourage you to talk with your manager or our People team about changes, ideas, or if you feel a job description needs updating.

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