Paramount Commerce

Customer Support

• Respond to customers through our digital channels to quickly resolve their inquiries, requests and complaints.
• Clearly understand Paramount Commerce’s products & services to effectively respond to customers.
• Work with various departments within the organization and seek resolution to customer inquiries in a timely manner.
• Ensure that all customer responses are complete, properly maintained and are managed by following our specific internal processes.
• Work with a process improvement mindset to identify challenges and suggest/provide recommendations.
• Monitor customer accounts for any potentially fraudulent activity, and take appropriate action where needed.
• Participate in special projects to improve product and service quality and customer satisfaction.
• Other administrative duties as assigned.

Overnight Customer Support Specialist, 12:00AM - 8:30AM EST

Onboarding Specialist

• Conduct and document in-depth EDD reviews for high-risk customers.
• Own the end-to-end analysis of new customers, including their KYC documentation.
• Act as the lead investigator for screening alerts.
• Proactively monitor our existing customer base for changes in risk.
• Help build and refine our First Line of Defense.

Regulatory Onboarding Specialist

• Serve as the primary point of contact for new customers throughout the entire onboarding lifecycle, from initial welcome to go live.
• Proactively guide customers through the collection and verification of required Know Your Customer (KYC), Anti-Money Laundering (AML), and business verification documents, ensuring compliance with Canadian financial regulations.
• Assist customers with their technical integration, providing them with the necessary technical support, resources, and best practices.
• Work closely with internal stakeholders including Sales, Product, Compliance, and Support teams to ensure a seamless and transparent onboarding experience for every customer.
• Educate customers on platform features and the payment processing ecosystem to ensure they can fully leverage services.
• Identify, troubleshoot, and resolve any potential roadblocks during the onboarding process, managing customer expectations with clear communication.
• Actively contribute to the continuous improvement of onboarding processes, documentation, and internal workflows.

Senior Customer Onboarding Specialist

• Serve as the primary point of contact for new customers throughout the entire onboarding lifecycle, from initial welcome to go live.
• Proactively guide customers through the collection and verification of required Know Your Customer (KYC), Anti-Money Laundering (AML), and business verification documents, ensuring compliance with Canadian financial regulations (e.g., FINTRAC).
• Assist customers with their technical integration, providing them with the necessary technical support, resources, and best practices.
• Work closely with our internal stakeholders including Sales, Product, Compliance, and Support teams to ensure a seamless and transparent onboarding experience for every customer.
• Educate customers on our platform’s features, tools, and the payment processing ecosystem to ensure they can fully leverage our services.
• Identify, troubleshoot, and resolve any potential roadblocks or issues that may arise during the onboarding process, managing customer expectations with clear and timely communication.
• Actively contribute to the continuous improvement of our onboarding processes, documentation, and internal workflows to enhance efficiency and customer satisfaction.
• Manage a portfolio of onboarding customers, tracking their progress and key metrics to ensure timely activation.

Overnight Customer Support Specialist, 12:00AM - 8:30AM EST

Regulatory Onboarding Specialist

Senior Customer Onboarding Specialist

Customer Onboarding Senior Specialist