Moniepoint Incorporated is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale.

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.).

• 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.