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Merchant Onboarding Support Officer at

Description

Who we are Moniepoint Inc. is Africa’s all-in-one financial platform, helping 20 million businesses and individuals access seamless payments, banking, credit, cross-border, and business management tools each month. As Nigeria’s largest merchant acquirer, we power most of the country’s point-of-sale (POS) transactions. Through our subsidiaries, Moniepoint Inc. processes over $250 billion in digital payment transaction value annually. Role: Merchant Onboarding Officer. Role Overview The Merchant Onboarding team is responsible for ensuring that merchants, whether self-signed or referred by the sales team, are efficiently converted into active, transacting customers in the shortest possible time, while maintaining full adherence to regulatory compliance requirements and delivering a seamless onboarding experience. Core Operational Responsibilities; ● Review Merchant’s KYC and ensure all documents provided are in line with Standard Operating Procedures and Regulatory Requirements. ● Work with the Compliance team in activation of Merchant’s accounts. ● Reviewing Logged tickets by the Customer Support team and ensuring complete resolution of such tickets. ● Monitor Support Channels (Zendesk, E-mails, Whatsapp, Teams and Slack) for Onboarding/Integration escalations, and treat such requests in a timely manner. ● Liaise with the sales team to properly understand the Merchant’s use case in order to provide the necessary API’s required for Merchant’s Integration. ● Follow up with Merchants (Bi-weekly-Semi) to check in on their Integration and provide assistance/support where necessary. ● Work hand in hand with other teams i.e technical product team to escalate technical issues experienced by merchants and also monitor such requests till resolution. ● Configure Merchant fees and charging profiles. Also enabling changes to merchant contracts as advised by the sales team. ● Work with the Product Manager/ Product team and other internal stakeholders to make any product changes that would improve customer experience. ● Business information changes (settlement account, fees, email, phone number etc.). Expected Skills; ● Payments & Fintech Knowledge -Familiarity with regulatory environments (especially in Nigeria) , Payment gateways, APIs, and transaction flows. ● Analytical & Problem-Solving Skills- Diagnose onboarding failures, Identify patterns in merchant issues and Escalate intelligently with context. ● CRM tool expert skills-Excel / Google Sheets (advanced level), Zendesk, E-mails, WhatsApp, Teams and Slack.