Job Title: Specialist – Agent & Merchant Onboarding
Organisation: MTN Mobile Money Uganda Limited
Duty Station: Kampala, Uganda
Reports to: Manager – Retail Operations
About the Company:
MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.
Job Summary: Responsible for Accurately Vetting agent and merchant Mobile Money application (documents) in line with the approved KYC (Know Your Customer) checklist and processes and received digitally through SNOW and agent query tool.
Key Duties and Responsibilities:
- 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
Qualifications, Skills and Experience:
- Bachelor’s degree in business field.
Experience:
- Experience in a service/Business driven organization
- At least 3 years’ experience in a Fintech Environment.
Competencies:
- Strong work ethic and ability to work with minimal supervision
- Alertness to quality, attention to detail, flexible and able to handle stress
- Able to work within a team and work independently
- Sense of urgency necessary to meet goals, objectives and deadlines (Agile)
- Computer literate
NB: Presentation of false academic documents and certification will lead to criminal prosecution. Any form of canvassing will lead to automatic disqualification. Should you not hear from us within fourteen (14) days from the closing date of this advertisement, you may consider your application to be unsuccessful. Female candidates are strongly encouraged to apply.
How to Apply:
All candidates who wish to join MTN Uganda Limited in this capacity should apply online at the link below.
Deadline: 27th March 2025
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