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.