Merchant Onboarding and Integration Officer

Job Purpose

The Merchant Onboarding and Integrations officer is responsible for onboarding merchants integrating with Monnify. He/she will work closely with merchants in ensuring their onboarding and Integration process is seamless and hitch-free. He/she will also be required to work with other teams in escalations.

Job Responsibilities

Review Merchantâs KYC and ensure all documents provided are in line with Standard Operating Procedures and Regulatory Requirements Work with the Compliance team in activation of Merchantâs accounts. Reviewing Logged tickets by the Customer Support team and ensuring complete resolution of such tickets.
Monitor Support Channels (Zendesk, E-mails, Whatsapp, Freshchat, Skype, Slack) for Onboarding/Integration escalations, and treat such requests in a timely manner Liaise with the sales team to properly understand the Merchantâs use case in order to provide the necessary APIâs required for Merchantâs 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 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. Handling other responsibilities as assigned Whitelisting IP addresses/ Approval of change of Settlement Account Requests by Merchants etc. Work with the Product Manager/ Product team and other internal stakeholders to make any product changes that would improve customer experience.

Requirements & Qualifications

Bachelor's Degree 2+ years preferably.

Experience type - Customer support officer or Application support personnel. Driven and result oriented Ability to Multitask. Analytical and data driven Empathy and Excellent communication skills Outstanding organizational skills