Merchant Onboarding Specialist

Job Title:                    Merchant Onboarding Specialist

Department:               Operations

Reports To:                 Manager, Card Operations

Location:                    Nairobi, Head Office

Job Grade:                  Contract Staff

Availability:                Immediately  

JOB PURPOSE

Our client in the banking sector
requires a role to ensure the seamless and timely end -to -end onboarding of new
merchants onto the bank's payment platforms (POS and e -commerce). This includes
verifying compliance documentation, coordinating technical setups, and ensuring
merchants are fully equipped to begin transacting. The role also acts as the
primary liaison between Sales, Risk, and the Merchant to minimize lead -to -live
turnaround time while maintaining strict adherence to KYC and regulatory
standards.

RESPONSIBILITIES

1.         Merchant Application & Compliance Review

•                 Verify all merchant KYC (Know Your Customer) and
KYB (Know Your Business) documentation for accuracy and completeness.

•                 Screening MATCH and VMSS to confirm the
Signatories are not black listed

•                 Maintain a digitized and organized database of
all onboarded merchant contracts and supporting documents.

•                 To ensure Merchants are assigned accurate
Merchant Category Codes (MCC).

2.         Technical Setup & Activation

•                 Coordinate with the Vendor /Technology and Card
Operations teams to create merchant IDs (MIDs) and Terminal IDs (TIDs) across
relevant systems.

•                 Verify and configure devices to specific
merchants with correct information provided on the application.

•                 Ensure successful integration for e -commerce
merchants by facilitating API key delivery and testing.

•                 Confirm that merchant accounts are correctly
linked to settlement accounts

3.         Merchant Training & Enablement

•                 Provide initial training to branch and sales
team on the use of POS terminals, portals, and e -commerce dashboards.

•                 Ensure merchants receive necessary hardware
(terminals, SIM cards) and consumables (stationery rolls) upon activation.

•                 Address and resolve any initial "Day
1" technical or operational hurdles experienced by the merchant.

4.         Pipeline Tracking & Reporting

•                 Maintain an up -to -date onboarding tracker
showing status from Application Received to Live & Transacting.

•                 Report on key metrics including average
onboarding turnaround time (TAT) and closure rates.

•                 Escalate bottlenecks in the onboarding process
to the Manager, Operations, Manager, Sales specialist and Head, Card Payments.

•                 Keep track of POS stock instore and with
merchants (TMS).

Requirements

QUALIFICATIONS AND EXPERIENCE

•                 Bachelor’s degree in Business Administration,
Marketing, Finance, or a related field.

•                 Minimum 2 years of experience in merchant
acquiring, customer onboarding, or banking operations.

•                 Familiarity with KYC/AML regulatory requirements
in a banking environment.

SKILLS AND COMPETENCIES

•                 Strong organizational and project management
skills.

•                 Excellent interpersonal and communication skills
(verbal and written).

•                 Ability to multitask and manage a high volume of
applications simultaneously.

•                 Proficiency in CRM software and Microsoft Office
Suite.

•                 High level of integrity and attention to detail.