Merchant Onboarding Specialist at Credit Direct Limited

Job Summary

The Merchant Onboarding Specialist is responsible for managing all aspects of merchant onboarding, ensuring a seamless experience from documentation to activation and sales enablement. This role involves close collaboration with growth managers, key account teams, and internal stakeholders to track onboarding data, resolve issues, and retain strong relationships with merchants. The ideal candidate will possess excellent organizational, communication, and problem-solving skills to enhance the merchant’s experience and support business growth.

Job Details

Merchant Onboarding & Activation:

• Oversee the completeness of merchant documentation, ensuring compliance with onboarding requirements.
• Register merchants on the designated merchant registration platform and ensure they receive their credentials promptly.
• Follow up to ensure merchants are fully activated and ready to begin sales.

Collaboration & Coordination:

• Work closely with growth managers and key account teams to align on merchant onboarding activities and timelines.
• Liaise with technology and product teams to resolve merchant-related issues promptly.
• Ensure seamless communication between merchants and internal stakeholders to enhance onboarding efficiency.

Data Tracking & Reporting:

• Track and maintain detailed data on merchant onboarding across all channels, from initial registration to activation and sales performance.
• Provide regular updates and insights to the Embedded Finance Lead on onboarding progress and challenges.
• Use onboarding data to identify bottlenecks and recommend process improvements.

Issue Resolution & Support:

• Address and resolve all merchant-related issues during and after boarding, collaborating with the tech and product teams as needed.
• Act as the primary point of contact for merchants during the onboarding process, providing support and guidance.

Merchant Retention & Relationship Management:

• Focus on ensuring merchants have a seamless onboarding experience that fosters long-term engagement.
• Build and maintain strong relationships with merchants to ensure their satisfaction and loyalty.

Requirements

• Bachelor’s degree in business administration, Management, or a related field.
• 2+ years of experience in merchant onboarding, account management, operations management or customer service roles.
• Excellent organizational skills and attention to detail for managing documentation and tracking data.
• Strong interpersonal and communication skills for engaging with merchants and internal teams.
• Problem-solving mindset with the ability to address and resolve issues efficiently.
• Proficiency in using onboarding and CRM platforms to track merchant activities.
• Proficiency in data analysis tools such as Excel
• Ability to work collaboratively in a fast-paced environment.