Customer Success and Onboarding Executive
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Key skills for this role
About the Role
Wio Bank seeks a Customer Success & Onboarding Executive for its Healthcare & Education team in Abu Dhabi. The role involves managing the onboarding journey for SME customers, resolving issues, and improving processes.
Key Skills for This Role
Responsibilities
- Own the onboarding journey from application submission through to successful account opening and funding
- Proactively manage a portfolio of SME applications, ensuring timely follow up with customers and internal stakeholders
- Work closely with onboarding, compliance, credit, operations and product teams to resolve issues and accelerate approvals
- Build trusted relationships with customers throughout the onboarding process, providing a high quality experience from day one
- Identify bottlenecks and recommend improvements to onboarding processes and customer journeys
- Maintain accurate tracking of applications and ensure timely communication with customers and partners
- Support partner onboarding programs across the Healthcare and Education segments
Requirements
- Experience in customer onboarding, customer success, or SME relationship roles
- Experience in a fintech, digital bank, payments company or SME banking environment is preferred
- Strong ownership mentality; you take responsibility for outcomes rather than simply completing tasks
- Comfortable working in a fast paced, evolving environment where processes continue to improve
- Highly organized, with excellent attention to detail and the ability to manage multiple priorities simultaneously
- Strong communication and stakeholder management skills
Full Job Posting
Role Overview
- We're looking for a Customer Success & Onboarding Executive to join our Healthcare & Education team.
- This is a hands on role responsible for ensuring customers move smoothly from account application through to successful onboarding and activation.
- This is not a traditional customer service role. You'll work closely with customers and internal teams to remove blockers, solve problems and continuously improve the onboarding experience.
What You'll Be Responsible For
- Own the onboarding journey from application submission through to successful account opening and funding.
- Proactively manage a portfolio of SME applications, ensuring timely follow up with customers and internal stakeholders.
- Work closely with onboarding, compliance, credit, operations and product teams to resolve issues and accelerate approvals.
- Build trusted relationships with customers throughout the onboarding process, providing a high quality experience from day one.
- Identify bottlenecks and recommend improvements to onboarding processes and customer journeys.
- Maintain accurate tracking of applications and ensure timely communication with customers and partners.
- Support partner onboarding programs across the Healthcare and Education segments
What Are We Looking For
- Experience in customer onboarding, customer success, or SME relationship roles.
- Experience in a fintech, digital bank, payments company or SME banking environment is preferred.
- Strong ownership mentality; you take responsibility for outcomes rather than simply completing tasks.
- Comfortable working in a fast paced, evolving environment where processes continue to improve.
- Highly organized, with excellent attention to detail and the ability to manage multiple priorities simultaneously.
- Strong communication and stakeholder management skills.
Success In This Role
- You'll be measured on: Account opening turnaround time, Application approval rate, Customer activation, Partner experience, Customer satisfaction, Continuous improvement of onboarding processes.
Why join Wio?
- At Wio, we're building one of the UAE's leading digital banks for businesses.
- You'll join a high performing team where you'll have real ownership, work closely with decision makers and play a key role in shaping how we serve our customers.
- As our Healthcare & Education segments continue to scale, you'll have the opportunity to help build and improve the onboarding experience—not just execute an existing process.
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