Crew Account Growth Specialist

About MarTrust

MarTrust is a licensed Electronic Money Institution that provides payments solutions and services bespoke to the maritime industry.

The Role

The Crew Account Growth Specialist is responsible for ensuring that crew onboarding orders are processed accurately, on time, and in compliance with regulatory requirements, enabling the timely issuance and delivery of crew accounts and cards.

The role also supports business growth through customer engagement, crew and onshore staff awareness initiatives, training and webinars, and reporting related to onboarding, cards, adoption, and account growth.

Key Responsibilities

Customer Communication and Crew Account Order Management

• Act as a customer-facing point of contact for crew account and card onboarding requests, responding to customer emails and queries in a timely, accurate, and professional manner.
• Review Compas data for completeness, accuracy, and compliance with onboarding requirements.
• Liaise with corporate customers to obtain required documentation and ensure secure handling of personal data in accordance with GDPR requirements.
• Upload and process identity documents through OCR and supporting verification tools.
• Validate onboarding forms and supporting documents against regulatory and operational requirements.
• Execute and monitor crew account creation/personal data changes and escalate system issues or exceptions to the relevant teams.
• Maintain accurate records and monitor successful completion of account creation activities.
• Monitor onboarding dashboards (Monday.com, Intercom) to prioritize workload and track service level agreements (SLAs) and turnaround times.
• Provide onboarding updates and account status information to customers as required.

Card Order Processing

• Coordinate card ordering, allocation, and delivery activities with customers, vendors, and internal stakeholders.
• Manage direct-to-vessel card deliveries with courier partners and card vendors to ensure timely and accurate fulfillment.
• Provide customers with updates on card orders, shipment status, and delivery schedules.
• Proactively manage card inventory and support customer card replenishment requirements.

Customer Awareness, Webinar Delivery and Crew Engagement

• Coordinate and schedule customer and crew awareness webinars, including webinar setup, invitations, attendee communications, and post-webinar session follow-ups.
• Facilitate webinars for crew members and onshore staff, presenting crew account products, features, processes, and practical usage guidance.
• Respond to participant questions during live sessions and through webinar chat channels.
• Maintain webinar materials and ensure training content remains accurate, relevant, and up to date.
• Attend and support colleagues at crew conferences and industry events to promote awareness, gather feedback, and support adoption of MarTrust products.

Reporting & Administrative Support

• Prepare, validate, and distribute operational reports and customer data files (e.g., crew masterlists, unfunded accounts, card activation reports, daily onboarding report, etc.).
• Ensure accuracy and integrity of operational data used for customer reporting and decision-making.
• Provide administrative and operational support to Compliance team, Customer Support team, Product team, and Key Account Managers (KAMs) to improve service delivery and resolve complicated issues.

Senior Role Responsibilities

• Support, coach, and guide team members on day-to-day operational activities and best practices.
• Act as a subject matter expert for crew onboarding and card operations processes and special issues.
• Identify, recommend, and support continuous improvement initiatives to enhance operational efficiency and customer experience.
• Deliver training and knowledge-sharing sessions on operational procedures, new processes, and system enhancements.