Merchant Relations Officer

This role is responsible for merchant servicing, payment operations, project coordination and documentation to ensure the seamless execution of daily business activities.

Key Responsibilities

Merchant Servicing

• Oversee end-to-end merchant onboarding processes, including account evaluation, KYC documentation, agreement execution, regular meetings, and technical system integration.
• Provide ongoing account servicing post-boarding, addressing merchant inquiries and resolving ad hoc and recurring operational issues.
• Conduct periodic account reviews to ensure compliance, operational efficiency and sustained business performance.

Payment Operations

• Execute cross-border payment transactions, ensuring timely and accurate processing.
• Investigate and resolve payment-related issues while minimising disruptions to operations.

Project Management

• Identify operational gaps and contribute to the development of improved workflows and processes.
• Collaborate with project management team and cross-functional departments to support and deliver operational and system-related initiatives.

Documentation

• Prepare and maintain accurate records and reports related to merchant activities and operations.
• Draft, update, and manage Standard Operating Procedures (SOPs) for all relevant operational processes.

General Responsibilities

• Keep abreast of industry trends, regulatory changes, and emerging payment technologies.
Undertake other administrative and operational duties as required to support business functions.

Requirements

• Strong ability to multitask and prioritise effectively in fast-paced, deadline-driven environment.
• Proactive and self-motivated, with a demonstrated ability to take initiative and resolve issues independently.
• High level of attention to detail and a strong commitment to accuracy and quality.
• Flexible and adaptable to changing priorities and new challenges.
• Service-oriented mindset with excellent interpersonal and customer-facing skills.
• Able to work independently while also collaborating effectively across cross-functional teams.
• Excellent communication skills, both written and verbal, with strong analytical and problem-solving capabilities.
• Proficient in Microsoft Office software, such as Excel, Words, PowerPoint and Outlook.
• Familiarity with payment platforms, APIs, or system integration is an advantage.