Team Lead – VRM (Merchant Onboarding & Portfolio Management) -657 at Paytm Payments Services (Noida, India)
Paytm Payments Services· Noida, India·
Role details
Job description
Role: Associate / Sr. Associate – VRM (Merchant Onboarding & Portfolio Management) Location: [Noida] Department: Merchant Onboarding & Portfolio Reporting To: Team Lead / Manager – Onboarding
Role Overview
As a VRM Associate, you will support merchants in completing their onboarding journey with Paytm Payments Services. The role involves guiding merchants through document submission, compliance checks, and basic integration readiness, ensuring smooth and timely activation along with portfolio management.
Key Responsibilities
Connect with merchants over calls, emails, or chats to guide them through onboarding steps.
Ensure submission and verification of required documents (KYC, KYB etc.).
Follow up with merchants on pending actions (docs upload, consent, docs rejected, risk rejected, agreement acceptance, etc.).
Coordinate with internal teams (Ops & Risk) for status updates or issue resolution.
Maintain accurate onboarding records in CRM/ERP/Tracker.
Provide basic guidance on payments integration steps and direct merchants to integration support teams when required.
Escalate complex cases or delays to Team Lead/Manager promptly.
Meet daily/weekly targets on merchant follow-ups and onboarding completions.
Required Skills & Competencies Strong communication skills (English & Hindi/regional language).
Basic understanding of fintech/payments industry (preferred).
Comfortable with Excel/Google Sheets and CRM tools.
Ability to manage multiple follow-ups and handle high-volume portfolios.
Target-oriented, detail-focused, and proactive in resolving issues.
Educational & Experience Requirements Graduate (any stream).
0–2 years of experience in telesales, operations, customer support, or onboarding roles.
Freshers with good communication and eagerness to learn are encouraged to apply.
Key Performance Indicators (KPIs)
Number of merchants onboarded (Lead → Go-Live).
Timely follow-up and closure of pending cases.
Accuracy of data entry and documentation.
Drop-off reduction at key onboarding stages.
Why work at Paytm Payments Services
- Hybrid workspace: Employees work a combination of remote and on-site (builtin.com)
- Mission-driven engineering: Opportunity to build payment infrastructure powering "millions of businesses across India — from neighbourhood stores to leading brands" (paytmpayments.com)
- Strong benefits package:
- Health & wellness: medical insurance for self and family, health check-ups, mental health support, women's wellness initiatives, maternity/paternity benefits
- Financial wellness: competitive compensation, annual bonus/incentives, ESOPs, salary advance, car lease, mobile device lease, relocation support
- Time away: competitive leave across categories, team outing and engagement allowances
- Personal development: internal job mobility, learning reimbursement for online courses and upskilling (paytmpayments.com)
- Career tracks: Product & Engineering, Partnerships & Alliances, Merchant Operations, Data, Analytics & Growth — with both on-site and remote opportunities listed (jobs.lever.co)
- Culture: Emphasizes purpose, collaboration, and self-driven learning; "meaningful work happens when you're part of a team building the backbone of India's business payments ecosystem" (paytmpayments.com)