Merchant Onboarding Support Officer

About the role

Moniepoint is Africa’s leading all‑in‑one financial platform, processing billions in digital payments each year. The Merchant Onboarding Support Officer ensures merchants are quickly activated, compliant, and fully supported throughout their integration journey.

Key responsibilities

• Review merchant KYC documents to ensure compliance with SOPs and regulatory requirements.
• Collaborate with the Compliance team to activate merchant accounts.
• Monitor and resolve tickets logged by Customer Support across Zendesk, email, WhatsApp, Teams and Slack.
• Escalate onboarding or integration issues promptly and track them to resolution.
• Liaise with Sales to understand merchant use‑cases and provide required APIs for integration.
• Conduct bi‑weekly follow‑ups with merchants to support integration and address challenges.
• Coordinate with Technical and Product teams to troubleshoot and resolve technical issues.
• Configure merchant fees, charging profiles and update contract details as directed by Sales.
• Manage business information changes such as settlement accounts, contact details, and fee structures.

Required profile

• Strong knowledge of payments, fintech ecosystems and Nigerian regulatory environment.
• Analytical mindset with ability to diagnose onboarding failures and identify patterns.
• Experience working with CRM and support tools in a fast‑paced environment.
• Ability to collaborate across sales, compliance, technical and product teams.

Required skills

• Advanced Excel / Google Sheets
• Zendesk ticketing system
• WhatsApp communication platform
• Microsoft Teams
• Slack
• API integration for payment gateways
• Payment gateway platforms
• KYC documentation review