Merchant Onboarding Support Officer

Who we are

Moniepoint Inc. is Africa’s all-in-one financial platform, helping 20 million businesses and individuals access seamless payments, banking, credit, cross-border, and business management tools each month. 

As Nigeria’s largest merchant acquirer, we power most of the country’s point-of-sale (POS) transactions. Through our subsidiaries, Moniepoint Inc. processes over $250 billion in digital payment transaction value annually.

Role: Merchant Onboarding Officer.

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.

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.