Merchant Onboarding Specialist at Stratostaff

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

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).

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

 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.

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.