Merchant Onboarding & Support Officer

Position Title: Merchant Onboarding & Support Officer

Contract Type: 3-Month Contract (Performance-Based Extension & Incentive Eligible)

Department: Intelligent Financial Service – Asset Financing Unit

Reports To: Asset Financing Business Lead

Location: Field-based (with periodic in-office review meetings)

Role Overview

As one of the five “Merchant Sales Gurus” driving market expansion, you will lead the frontlines of onboarding, educating, and activating merchants on our platform. This role is both strategic and hands-on: it requires relentless energy in the field, deep understanding of merchants’ needs, and the charisma to turn first-time merchants into power users. You’ll also be responsible for post-onboarding support to ensure merchant retention and transaction growth.

Key Responsibilities

Merchant Acquisition & Onboarding

• Identify, approach, and onboard eligible merchants in targeted zones
• Explain product value proposition, onboarding process, and incentive structure
• Ensure accurate KYC/documentation and system entry using onboarding tools
• Set up merchant profiles, test transactions, and confirm activation

Merchant Activation & Education

• Train merchants on platform features (e.g., QR payments, settlement, commissions)
• Ensure the merchant completes at least 3 transactions within the first 7 days
• Monitor adoption patterns and intervene early to prevent drop-off

Support & Relationship Management

• Act as first-level support for merchant complaints and escalations
• Conduct regular check-ins, especially in the first 4 weeks post-onboarding
• Track resolution of issues and escalate technical/product matters as needed

Performance Tracking & Reporting

• Maintain daily/weekly onboarding and transaction logs
• Submit field reports using provided dashboards or tools
• Participate in weekly performance review meetings with supervisors

Profile Requirements

• Diploma or Degree in Business, Sales, or any relevant field
• 1+ years in field sales, agent onboarding, or customer-facing fintech roles
• Excellent communication & problem-solving skills
• High energy, self-driven, accountable personality
• Familiarity with mobile payments, merchant platforms, or digital lending is a plus
• Fluent in [Amharic + Local Language]; basic English documentation required
• Smartphone user with data access & comfort using apps