Merchant Services Specialist/Lead
Business Analytics & Merchant Services
Description:
Overview:
- Optimization of merchant support aftersales processes.
- Merchant Comms Management.
- In-charge of special handling/support for key accounts/regional key accounts.
- Oversees team of post-sales associates / project staffs.
- Transactional & Settlement aftersales concerns fulfillment.
What you will be doing:
- Identify and address gaps in post-sales processes.
- Process reviews/recommendations and automation focusing on resolution of transaction processing and settlement crediting related issues.
- Documentation of aftersales processes.
- Maintain and regularly update Playbook /Operating Manual/Knowledge Base consolidating transaction processing/settlement processes.
- Merchant Comms Management (Scheduled and One-time sending).
- Manage schedule of sending of spiels/advisories for sending to merchants
- Oversees Merchant Services post-sales team that delivers: Transactional and Settlement Aftersales Concerns fulfillment
- Will be focusing on major concerns of key accounts which require more focus and attention.
- Coordination with internal support units (Tech, Ops, Finance/Treasury, Product, Merchant Aftersales Support Team, etc) to ensure aftersales requirements are met within SLA.
- Ensure delivery of merchant's other requests and requirements such as filing of EWT, force posting of voided/expired transactions, settlement report availability, collection and payment of misrouted settlements, etc..
- Escalate, monitor and help in resolution of issues/delays affecting processing of transactions and settlements of merchants).
What we are looking for:
- At least 5 years work experience preferably in payments acquiring industry.
- Knowledge and understanding of internal processes:
- transaction success/decline drivers
- merchant transaction and settlement flow
- customer care