Merchant Onboarding Support Officer

Moniepoint Group

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.