Merchant Experience Specialist

2 days ago

Pasig, National Capital Region, Philippines Link Business Process Inc. Full time ₱900,000 - ₱1,200,000 per year

Job description:

CORE FUNCTION:

  • Acts as a liaison and support between merchants and different teams/departments to ensure that all questions and concerns (technical and non-technical) are addressed and resolved promptly.
  • Responds to all merchants in a timely manner and brainstorms with operations team for proactive solutions to avoid customer dissatisfaction.
  • Handles end-to-end merchant onboarding process which includes registration to the system, accurate merchant profiling and configuration, and providing credentials to the merchant.
  • Responsible to endorse onboarded account to device management team, coordinates and resolves errors within SLA, and ensures that all active channels are included to save time in device testing.
  • Updates all new merchant and business information in the system.
  • Timely and accurately updates all files and sheets related to his/her role.
  • Address feature gaps to drive retention throughout the merchant life cycle
  • Cross-sells and upsells in accordance to merchants' payment needs and business structure.
  • Ensure that the plans and processes are being adopted by merchants to align our products and services to their business needs, and avoid confusion in features and limitations
  • Develop merchant relationships by building trust through providing clear and accurate information and ensuring that their concerns are addressed in a timely manner.
  • Learns and builds deep understanding of each merchant account including the payment solution, account structure, key persons and product/services offered.
  • Cascades planned and unplanned notifications and advisories to merchants

DUTIES AND RESPONSIBILITIES

  • Completes root cause and process gap analysis for managers escalations and specific merchant complaints.
  • Evaluate churn and down sell risk for each merchant
  • Identify opportunities that best utilize VeritasPay or its partner's infrastructure to meet merchants' requirements
  • Ensures accuracy of SLA escalation and resolution set
  • Problem resolution, including escalation of issues to the correct department
  • Prepares reports which include the onboarding count, merchant transaction activity, technical and non-technical concerns, processing volume, opportunities, and suggestions that will contribute to after-sales success.
  • Ensure appropriate merchant metrics are generated, data is accurate, and reporting deadlines are met on a timely basis
  • Others may be assigned

JOB QUALIFICATION

  • Bachelor's degree in Business Administration, Management, Marketing, or related course
  • Minimum of 2-4 years relevant experience in a financial industry or payment business
  • Proficient in English both written and verbal communication

SKILLS

  • Working knowledge of Merchant Acquiring and Credit Card business (preferred)
  • Basic knowledge of Fraud Detection (preferred)
  • Proven experience in building strong internal and external relationships
  • Basic technical skills and payment operations functionalities
  • Good communication and presentation skills
  • Excellent analytical, critical and problem-solving skills
  • Strategic skills and ability to adapt conversations for technical and non-technical audiences
  • Knowledge of Customer Centric Design
  • Strong attention to details and have a can-do work attitude
  • Willing to work on weekend, holidays, and shifting schedules as needed

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