Merchant Support Officer

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Job Summary

• Understand, manage and respond to complex issues where Merchant Executives is not available to assist, ensuring customer expectations are met and that no pending issues are left unresolved (confirmation of POS transactions/manual instructions being processed by providing evidence of same).
• Establish, build and maintain ongoing relationships with customers and their staff by providing excellent service in a timely manner to develop and protect business income and reputation. 
• Give technical support by visiting merchants in case of any urgency where Merchant Executives are not available.
• Maintain excellent relationship with stakeholders and interact with them in case of any query/complaints.
• Ensure that merchant reconciliations are accurate and are being sent to merchants as per agreed timelines.
• Engage with merchants for copy requests and chargebacks for both POS and ECommerce transactions.
• Investigate and respond to E-Commerce queries from merchant and schemes. 
• Maintain primary support to e-commerce clients and ensure technical support is provided.
• Ensure that merchant complaints are logged and resolution is followed through promptly.

• Setting up of merchants (POS and E-Commerce) on relevant systems- /LMP/Cybersource.
• Ensure that terminals to be installed at customers’ outlets are properly set up and tested.
• Ensure that E-Commerce merchants are correctly set up and that testing are successful before going live.
• Ensure that proper stock management of POS devices, POS Rolls, SIM cards and any other stationeries relating to merchants is in place.
• Assist Acquiring Manager in implementation of New Projects by liaising with stakeholders to ensure that all relevant sign offs are in place as per NPA process and other compliance related policies.
• Handle system issues to ensure minimum impact on customers by providing solution and support to operations team and merchants.
• Assist merchants for technical issues for POS/Ecommerce/Till Integration as per TAT to ensure no loss of business.
• Be the main point of contact with POS supplier to resolve technical issues with POS and Till Integration.
• Be the main point of contact with Cybersource to resolve technical issues for ecommerce merchant implementation.

• Ensure that all merchants recruited are KYC compliant.
• Ensure that appropriate risk assessment done for e-commerce merchants and that sign offs from corporate credit obtained prior to going live.
• Ensure close monitoring of copy requests and chargebacks for POS and E-Commerce.
• Keep the Acquiring Blue Book up to date with relevant sign offs in place.
• Ensure close monitoring of dormant merchants and share details to Merchant Executives for action.
• Ensure close monitoring of Unsettled POS devices.
• Ensure that snap checks are being done in a timely manner.
• Ensure that all issues raised by compliance/audits/RCA testing are closed in a timely manner and that there is no fail issue assurance of issues closed.

• Time management of day to day activities to maximize return on resources.
• Handle inventory with care to ensure stationeries/POS needed for day to day running of merchants’ business are available.
• Ensure routine monitoring on fee collection to ensure there are no fee leakage 
• Perform analysis on Merchant’s performance through preparation of dashboards make recommendations to Merchant Executives and Head of Card Acquiring 

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Absa Policies and Policy Standards.  
• Understand and manage risks and risk events (incidents) relevant to the role.

Education