Merchant Sales Coordinator

Job Summary

The Merchant Sales Coordinator provides field and coordination support to drive micro-merchant recruitment, onboarding, activation, and ongoing transaction growth. The role focuses on increasing QR / Lipa Namba usage, supporting merchant documentation, coordinating with branch teams, and resolving merchant service issues. The Coordinator ensures all merchant onboarding documentation is complete, supports branches during activation, monitors basic performance trends, and assists in execution of targeted merchant campaigns. This role is execution-focused rather than strategic and supports the broader merchant acquisition agenda under close guidance from the Manager.

Job Description

Key Accountabilities

• Engage: Accountability: Merchant, Branch & Stakeholder Support (30%)
• Coordinate with Branch Managers, DSAs, Agency Officers, and Ecosystem RMs to support merchant acquisition and activation activities.
• Engage merchants, small business owners, and community clusters to introduce NBC QR and digital payment solutions.
• Support merchant sensitization sessions (basic digital payments education, fraud alerts, QR acceptance awareness).
• Liaise with Digital Banking, Merchant Support, and Operations to follow up on onboarding gaps, QR delays, or settlement queries.
• Gather feedback from the field, branches, and merchants on product challenges and share insights with the Manager.
• Determine: Accountability: Execution Support & Performance Tracking (20%)
• Prepare weekly activity plans for merchant onboarding, QR activation follow-up, and basic field coordination.
• Maintain simple trackers for merchant onboarding status, activation progress, and daily/weekly performance updates.
• Identify early gaps such as incomplete documents, delayed QR activation, or inactive merchants and escalate for action.
• Provide branch teams with updated lists of pending onboarding, pending activations, or reactivation targets.
• Serve: Accountability: Merchant Onboarding, Activation & Service Coordination (50%)
• Ensure accurate completion of merchant onboarding documents and confirm KYC requirements before submission.
• Track QR issuance and follow up to ensure timely activation.
• Monitor basic merchant activity and coordinate with branch teams to follow up on non-transacting or inactive merchants.
• Support resolution of merchant service issues including settlement delays, QR errors, or simple operational challenges.
• Flag potential fraud indicators or unusual merchant behaviour for escalation.
• Assist branches during merchant activation campaigns, market promotions, and digital payments awareness activities.
• Provide merchants with practical guidance on how to use QR and encourage customer digital payments usage.

Role / Person Specification

Education and Experience Required:

• Diploma or Bachelor’s degree in Business, Banking, Marketing, Finance, or related field.
• 1–3 years’ experience in sales support, agency banking, merchant onboarding, fintech support, or branch operations.
• Experience with QR, POS, or digital payments is an added advantage.

Knowledge & Skills:

• Merchant onboarding & documentation
• Basic digital payments knowledge (QR, POS, mobile money)
• Customer service & communication
• Field coordination & relationship building
• Basic data tracking and reporting

Competencies:

• Planning & Organising
• Delivering Results
• Relating & Networking
• Adapting & Responding to Change
• Persuading & Influencing
• Presenting & Communicating Information

Qualifications

Commercial mindset - Junior (Meets some of the requirements and would need further development), Customer Excellence - Service Delivery (Meets all of the requirements), Digital familiarity (Meets all of the requirements), Effective communication - Basic (Meets all of the requirements), Experience in a similar environment, Further Education and Training Certificate (FETC) - Business, Commerce and Management Studies, Openness to change (Meets some of the requirements and would need further development), Product and/or Service Knowledge (Meets all of the requirements), Sales Management (Meets some of the requirements and would need further development)