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.