Onboarding Specialist

**Why work for us** We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture. Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our over 500 strong team of Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of banking for Australian businesses. Take a look here what it's like to work at Tyro **What you'll be doing**: - Responsible for managing the relationship with new merchants post-sale between stages ‘Application Received’, until merchant is active and transacting. - Communicate and liaise with merchants maintaining a high standard of service throughout onboarding. - Work with Customer Support and Partnerships as required for new integrated merchants to ensure setup and installation is coordinated and as smooth as possible. - Ensure there’s a smooth handover to either AM or CS. - Have a detailed understanding of Tyro’s industry-specific payment features as well as Tyro’s banking products - Act as a ‘change advocate’ when new processes/projects are rolled out to fellow PSS team members. - Proactively seek to expand your knowledge on Tyro’s products and stay up to date with any changes. **Responsible For**: - Application to MID conversion, rework rates, utilisation and quality of SEM and customer experience throughout the on-boarding. - Customer response time. - Leveraging a strong relationship with App Specialists, AM, CS and Credit Risk to streamline on-boarding of new merchants. **What you bring to the team**: - Be highly organised, self-motivated, responsible, and accountable. - Be results-driven with a view to providing the best possible outcomes for the company as well as adding value to the customers' business. - Great attention to detail. - Proven customer service experience and a passion for customer satisfaction. **Perks & Benefits** - We offer some amazing employee benefits such as a flexible working environment with a mix of in-office and remote working, learning & development opportunities for professional and personal development, 16 weeks paid primary carers leave, 12 weeks paid secondary carers leave, annual team based volunteer day, novated leasing, social events which includes multiple craft beer kegs (selection of beers carefully selected by our beer connoisseurs), wide selection of wine, variety of snacks and a ping pong table, selection of board and video games and many more **Our Story** - Launching in 2003, Tyro has grown to become Australia’s largest EFTPOS provider of all ADIs outside the big four banks. With over 500 staff, $20.1 billion in transactions in FY20, we’re much more than an EFTPOS provider - Tyro is an Australian bank and operates under the supervision of the Australian Prudential Regulation Authority (APRA). With **10 industry firsts** to market, Tyro is a leader in credit, debit and EFTPOS card acquiring, Medicare and private health fund claiming and rebating services to Australian businesses. **Values** **Wow the Customer**: - We love our customers and we want them to love us too. **Be Good**: - We're open and transparent, and we do the right thing - even when nobody's watching or it's really hard. **Commit to Greatness** - We think big, move fast and dare to be different. We're always asking "what's next?" **Stay Hungry** - We ooze passion and determination and we play as a team to win. **Privacy and Submitting your Application** - Privacy Policy_ - (_ - ) and _ - Privacy Statement & Consent for Job Applicants_ - (_ - ) and consent to Tyro collecting, using, holding and disclosing your personal information in accordance with these policies._ - Tyro does not accept unsolicited agency CV’s. Please do not forward resumes to the team if you are not one of our listed preferred recruitment partners. Tyro is not responsible for any fees related to unsolicited resumes._