Merchant Onboarding Support Officer at Moniepoint Inc.

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.
• Educational Background -Fintech (strongly preferred), Banking / payments operations, SaaS onboarding or customer success and Compliance/KYC operations
• Technical Capability- Basic to intermediate understanding of: APIs endpoints, authentication keys, Webhooks, JSON responses, ability to read API documentation and Support merchants during integration to support in the preliminary integration phase.

Execution Capability skills:

• Risk & Compliance Awareness skills
• Cross-Functional Collaboration Skills
• Candidate selection/ Great candidate; will have
• Fintech exposure
• Basic API understanding
• Strong communication.
• Operational discipline
• KYC & Compliance awareness.