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.