Specialist – Merchant Onboarding

JOB DESCRIPTION

Reporting to the Merchant Onboarding Lead, the Specialist – Merchant Onboarding will provide end-to-end onboarding to new merchants including Maintaining regulatory compliance in all acquisitions, Activating Lipa Na M-PESA products and troubleshooting issues during the onboarding process. The merchant onboarding specialist will ensure company mission is archived by managing 20/80 merchant relationship to deliver on business objectives, implement merchant management & support mechanisms in line with business processes to support M-PESA products.

RESPONSIBILITIES

• Ensure 100% compliance on KYC (Know Your Customer (KYC) before actioning on Merchant/Partner request.
• Ensure 100% quality on LNM products creations across all systems.
• Timely actioning of all sales and closure of Service requests with 24Hrs.
• Communicate issues of non-compliance/irregularities to Partners and follow through to compliance.
• Liaison between Safaricom sales Teams and Product Teams on matters M-PESA products related.
• Liaison between regulatory, fraud and AML (ANTI-Money laundering) departments on matters compliance to ensure all partners across with LNM products are meet set regulatory requirements.
• Ensure Zero audit issues on Merchant onboarding by collaborating closely with internal stakeholders.
• Collaborate with technology and products owners on product enhancements and process improvements.
• Prepare daily, weekly, monthly, and quarterly reports for the department/Sales as requested.
• Influence and leverage new M-Pesa releases and other projects to improve the customer experience.
• Ensure the team adheres to all standard operating procedures and communicate any non-compliance/irregularities.
• Support Quality Assurance, Compliance, and Business Continuity Processes with internal and external stakeholders.

QUALIFICATIONS

• Minimum Bachelor’s degree in a related field from a recognized university.
• At least 3 years’ experience in supporting the M-PESA service.
• Must have firsthand experience working with the M-PESA system.
• Previous experience working with the M-PESA Merchant operations team is an added advantage.
• Broad understanding of M-PESA Payment services processes and interdependencies.
• Excellent communication and customer service skills.
• Ability to understand customers’ needs into scalable digital solutions.
• Working collaboratively with other cross functional teams.
• Team player, critical thinker, with excellent verbal and written communication and presentation skills.
• Demonstrate a record of handling M-PESA Merchants in various business touch points.
• Experience in analyzing handling data using SQLs such as excel is an added advantage.