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Merchant Onboarding Support Officer at Moniepoint, Lagos, Nigeria

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.
• Review logged tickets by the Customer Support team and ensure 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.

What we can offer you

• Culture – We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
• Learning – We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
• Compensation – You’ll receive an attractive salary, plus other benefits.

What to expect in the hiring process

• A preliminary phone call with one of our recruiters.
• An interview with a Business lead
• A behavioral and technical interview with a member of the executive team.

Moniepoint is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.