Specialist - Agent & Merchant Onboarding job at MTN Mobile Money Uganda Limited | Apply Now

• Accurately Vet Mobile Money application (documents) in line with the approved KYC (Know Your Customer) checklist and processes.

• Activation of agents on the Mobile Money system as per approved processes.

• Activation of Momo Pay merchants (profile change in line with the tariff on the contract partner signed) as per approved process and tariffs

• Share reports (daily, weekly, monthly, or as would have been defined as per business requirements) within agreed SLAs (Service Level Agreements)

• Follow up and resolve customer queries/incidents logged through Remedy/ Service Now/emails or face-to-face.

• Resolve Audit and control findings within specified timelines and ensure no repeat findings.

• Review, update and coordinate sign offs of processes for the section within the required timelines.

• To assume first line responsibility for the verification of Agent and Merchant onboarding documents according to the defined process and quality standards

• Complete Searches for all Agents, Merchants and Partners with the Authorised bodies for example URSB for limited companies to confirm document authenticity.

• Perform any other duties as may be assigned from time to time.

Escalations

• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to the Manager Retail Operations.

• Manage and provide solutions to escalations that have multiple processes/functions impact on the critical path of service delivery, keeping Manager Retail Operations appraised of the same.

Performance

• Follow up and resolve customer queries/incidents logged through systems and emails relating to Agent, Merchant and Partner Onboarding.

• Profile change for Agents and Merchants to enable transactions and receipt of payments respectively.

Reporting

• Share daily, weekly and monthly reports or as would have been defined as per business requirements within the agreed SLA’s.

• Report on an ad hoc basis on specific enhancements, as required.

• As the Specialist agent and merchant onboarding, the role is accountable to:

• Accurately performing verification of Agent and Merchant onboarding documents ahead of profile change to enable trade and receipt of payments respectively.

Delivery:

• As the Specialist agent and merchant onboarding, the role is accountable for the following work area outcomes:

• Profile change for Agents.

• Review complete compliance of KYC for both corporate and individuals, inclusive of fully signed terms and conditions, accounts details forms and all other documents in line with the NPS KYC/CDD and RICA Regulations.

• Ensure profile change for compliant agents within the agreed and set SLA’s.

• Closure of work orders/ Incidents within the agreed SLA’s

• Profile change for Merchants.

• Review complete compliance of KYC for both corporate and individuals, inclusive of fully signed terms and conditions, accounts details forms and all other documents in line with the KYC/CDD and RICA Regulations.

• Change Merchant profiles based on the commercials shared and the stated segments.

• Closure of Requests on the System.

• Archival of Agent, Merchant and Partner Documents

• Review submitted documentation (fully signed forms and identification by the applicants)

• Serialise documents for storage and update system with unique document identifier.

• Update of systems with KYC

• Review submitted documentation Agent and Merchant Onboarding.

• Update Systems