Merchant Onboarding Support Officer

About the role

Moniepoint’s Merchant Onboarding team converts new merchants into active, transacting customers while ensuring compliance and a smooth experience. The Merchant Onboarding Support Officer works closely with compliance, sales, product and technical teams to accelerate onboarding and resolve integration issues.

Key responsibilities

• Review merchant KYC documents against SOPs and regulatory requirements.
• Coordinate with the Compliance team to activate merchant accounts.
• Handle support tickets from Customer Support, ensuring complete resolution.
• Monitor onboarding and integration escalations across Zendesk, email, WhatsApp, Teams and Slack.
• Collaborate with the sales team to understand merchant use‑cases and provide required APIs.
• Follow up with merchants bi‑weekly to assist with integration and address issues.
• Escalate technical problems to the product and engineering teams and track resolution.
• Configure merchant fee structures and update contract details as directed.
• Process business information changes such as settlement accounts, contact details, and fee adjustments.

Required profile

• Minimum of 1 month of relevant experience in payments or fintech operations.
• Educational background in Fintech, Banking, Payments Operations or related SaaS onboarding fields (preferred).
• Strong understanding of Nigerian regulatory environment for payments.

Required skills

• Advanced Excel / Google Sheets.
• Proficiency with Zendesk and other CRM tools.
• Experience using WhatsApp, Microsoft Teams and Slack for support.
• Knowledge of payment gateways, APIs and transaction flows.
• Familiarity with payments and fintech processes.