Officer - Payment Operations (Merchant Services)

General Purpose:

As an Officer in the Payment Operations department, you are responsible for overseeing the enrollment and setup of merchants as well as Point of Sale (POS) terminals and equipment. You will support this by providing technical assistance, maintenance, training, and customer service, including addressing inquiries and claims related to payment processing. Additionally, you monitor merchant activities, prepare and present proposals and reports, and ensure accurate administrative management.

If needed, you will be assigned to projects and tasks within other areas of Payment Operations as the department has a rotation and back-up system. Positions may serve as backups for other roles within the department as required. Annual goals and targets will align with the Bank's strategic plan.

Position Highlights:

• Prepare detailed and well-substantiated proposals for Merchant applications, including drafting contracts and conducting on-site inspections at Merchant locations.
• Collect and organize all necessary documents, contracts, reports, and information to create complete and comprehensive Merchant files. Ensure these files are consistently updated, both digitally and in physical form.
• Oversee the enrollment and setup of Merchants and POS terminals within the appropriate platforms and applications.
• Test and register new POS terminal applications prior to their deployment in production environments.
• Install POS equipment and terminals at Merchant premises in accordance with established procedures and within agreed timeframes.
• Provide technical support to Merchants for POS terminals and Merchant Services, including billing, standing orders, transaction settlements, and payment processing. Support is delivered via phone, email, and on-site assistance.
• Address Merchant inquiries and claims, maintaining a detailed registry for tracking purposes.
• Manage and oversee the inventory of terminals and supplies, ensuring the retrieval of decommissioned terminals from Merchants.
• Conduct training sessions and provide instructions to Merchants on using POS terminals and processing transaction settlements.
• Foster strong customer relationships through periodic site visits, in coordination with the assigned Corporate Account Manager, while identifying and communicating potential sales opportunities for the Bank.
• Monitor Merchant activities, investigate irregularities, and prepare detailed reports on findings.
• Maintain relevant databases and generate various reports essential for tracking actions and measuring results.
• Provide guidance on compliance-related matters, recommending appropriate actions to address non-compliance issues and mitigate the Bank’s risks.
• Prepare and present periodic and ad-hoc financial reconciliations, overviews, and risk-related Merchant reports to the Management of the Payments Operations Department.
• Actively participate in and contribute to various Merchant Services projects, including system upgrades and rollouts.

Requirements:

• Minimum MBO/EPI degree, preferably in a technical field.
• 2–3 years of relevant work experience, ideally in a front-office, client-facing, or sales environment.
• Experience in banking or payment processing is an advantage.
• Familiarity with financial reporting is a plus.
• Proficient in working with a variety of banking and card-related IT systems and applications.
• Strong planning, prioritization, and multitasking skills.
• Problem-solving mindset with investigative, reporting, and administrative competencies.
• Excellent communication skills to effectively interact with processors, vendors, merchants, and internal/external clients.
• Patience and ability to provide clear instruction, clarification, and training to merchants.
• Capable of working in a fast-paced, demanding environment while adhering to work instructions and procedures.
• Flexible team player with a collaborative and proactive "can-do" mentality.
• Self-motivated, with a drive to take initiative and ensure tasks are completed within set deadlines.
• Willingness and availability to provide on-call support to merchants outside regular working hours (evenings and weekends).
• Valid driver’s license and readiness to use a personal vehicle for client or merchant visits.

Deadline to apply: January 17, 2025