Merchant Support Specialist/Lead

1 week ago

Mandaluyong City, National Capital Region, Philippines Maya Full time ₱900,000 - ₱1,200,000 per year

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

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