1. Automated member chasers for countries with online contracts for onboarding completion
2. ZD chasers for members for offline contract countries, countries with pre-registration and countries with biweekly and semi monthly payments
3. Calls to member for guiding on onboarding process and to have working sessions if required
4. CREDAS verification for new clients’ EOR members
5. Verification of member’s documents
6. Coordination with CSM/IM for deposit not cleared cases to have the deposit on time
7. Escalating cases of rigid members where member is not submitting documents on time
8. Ensure member is activated on or before start date1. End to end partner management till we obtain fully executed contract
2. End to end member coordination to obtain all necessary documents and to have member updated on progress of the case
3. Coordination with CSM/IM for passing on necessary information to client and also to have contract approved
4. Coordination with CSM/IM for deposit not cleared cases to have the deposit on time
5. Coordination with Partner Management Team in case of escalations against the partner where SLAs are not met
6. Confirming with partner about member’s payroll readiness and accordingly activating the member in Ops Platform
1. Daily update of respective eligible cases in the Onboarding Tracker to track case progress and where attention is required
2. Attending daily region standups to talk about the blockers and solutions with the Manager1. Attending the ZD auto assigned offboarding ticket and ensuring timely verification of the offboarding case in Ops
2. Coordination with Member Experience Team and CSM team in case of any additional member or client coordination
3. Post verification notify the payroll POC for FnF calculation
4. In case of Termination cases close coordination to legal team to verify the case in the correct time
1. Work with the Implementation, CSM, Product, Finance, Partners, address day-to-day issues and challenges.
2. Escalate any red alerts or critical situations to the IM/CSM & Ops Manager.
1. Respond to client emails /ZD queries within 2 hours during working hours
2. Acknowledge and reply to Slack queries within 1 hour,
3. Respond to Sales 101 queries (prospect/client questions) within 30 min
Skills Required
- Experience using Zendesk for ticket chasers and ticket verification
- Use of Slack for internal communications with rapid response SLAs
- Perform CREDAS verification for new clients/members
- Document verification and onboarding activation on Ops platform
- Coordinate with CSM/Implementation/Finance/Partner teams and escalate when needed
- Maintain and update an Onboarding Tracker and attend daily standups
- Ability to call and run working sessions with members to complete onboarding
- Adhere to response SLAs: email/Zendesk within 2 hours, Slack within 1 hour, Sales queries within 30 minutes
- Coordinate offboarding verification, payroll POC notification for FnF, and legal for terminations
What We Do
Multiplier is a leading global employment platform that makes it easy for companies to employ teams internationally. Its proprietary technology simplifies the employment process by managing the complexities of local compliance, labour contracts, payroll, benefits and taxes. We enable companies to manage their distributed teams via a simple dashboard while taking responsibility for local labor law compliance on their behalf. We are passionate about creating a world where people can get a job they love, without having to leave the people they love.
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