Job Title: Specialist
– Merchant Onboarding
Hiring Organization: Safaricom
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Telecommunication
Job Type: Full
Time
Salary: KES
Date Posted: 07/11/2024
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.