Merchant Onboarding Support Officer

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
• Enable 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
• Handle business information changes (settlement account, fees, email, phone number etc.)

Requirements

• Familiarity with regulatory environments (especially in Nigeria), Payment gateways, APIs, and transaction flows
• Ability to diagnose onboarding failures
• Identify patterns in merchant issues and Escalate intelligently with context
• Excel / Google Sheets (advanced level)
• CRM tool expert skills including Zendesk, E-mails, WhatsApp, Teams and Slack
• Educational Background in Fintech (strongly preferred), Banking / payments operations, SaaS onboarding or customer success and Compliance/KYC operations
• Basic to intermediate understanding of APIs endpoints, authentication keys, Webhooks, JSON responses
• Ability to read API documentation
• Support merchants during integration to support in the preliminary integration phase
• Execution Capability skills
• Risk & Compliance Awareness skills
• Cross-Functional Collaboration Skills
• Fintech exposure
• Basic API understanding
• Strong communication
• Operational discipline
• KYC & Compliance awareness

Benefits

• 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