- Responsible for setting the strategy and leading the implementation of the onboarding process forCassbana’s suppliers- Set the onboarding requests process and flow with the team and across functional teams (Sales & Operations Teams)- Onboard Potential profiles and key accounts.- Prepare qualitative and quantitative onboarding reports to be shared with the differentdepartments to help with assessing performance and building trends- Set and follow up on the required-onboarding documentation needs and its cycle to/from otherdepartments

-Provided assistance to merchants on the issues they may have while on boarding with Paymentwall.-Assisted potential and VIP merchants with the needed KYC and the requirements needed to integrate with Paymentwall.-Worked with business development, account management, optimization and integration teams to make sure all aspects of the interaction between merchant and the company are handled perfectly.-Provided reports to the rest of the Paymentwall team so they can best understand what is happening with the merchant support processes.-Identified sources of issues and trends and reported these clearly to the rest of the Paymentwall team.

-Daily tasks for premier, Jade, and Top Tier customers that included: Telegraphic Transfers,Internet banking inquiries, and emergency encashment, and was always in touch with relationshipmanagers.- Floorwalker for newly hired staff and helped them with specific crucial inquiries such astelegraphic transfers, global view global transfer facility for Premier, Jade, and Top tier customers,setting up standing instructions on bank accounts, and credit card plans (balance Transfer, cashinstallments, and cash withdrawals including the calculation of the cash advance fee and thecontinuous interest rates)

-Received Inbound calls from customers abroad in the UK in regards to their individual accounts, facing issues with their bills and their billing cycles in general.-Handled Small business accounts.-Handled daily escalations.-Acted as a floorwalker for 2 months for newly hired employees helping them achieve KPI targets.

-Coached the advisers on how to do their job effectively and to achieve their numbers.-Did AHT reports on excel sheets and Work force management tasks.-Listened to the calls to provide the needed coaching on how to maintain the highest level of performance.