Merchant Back Office Support

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Job Summary

Merchant Back Office Support is responsible for supporting merchant operations by handling onboarding, documentation, transaction monitoring, and issue resolution. The role ensures accuracy, compliance, and efficiency in all merchant-related processes.

1. Prepare reconciliation of accounts for top merchants on a weekly/ monthly basis
2. Responsible for handling merchant queries over the phone and providing excellent service to them
3. Process unbanked transactions whenever required
4. Provide full support to card acquiring team – Merchant Services & Usage
5. Monitoring of Merchant Turnover
6. Responsible for retrieving acquiring chargebacks/disputes for different schemes
7. Merchant Onboarding/Data amendments on system
8. Prepare regular reports on merchant activity, performance, and exceptions
9. Maintain databases and ensure data accuracy
10. Support audits by providing required documentation and reports
11. Raising relevant entries on a daily/weekly/monthly basis
12. Support on all card (issuing/acquiring) related project
13. Any operational tasks assigned
14. Any other tasks assigned by the Line Manager

Job Description

Operations

• The role holder is responsible for replying to Merchants
•  Ensuring customer expectations are met, actively looking at the queries and following through to resolution.  Queries to be reduced through root cause analysis
• Maintain ongoing relationships with customers and their staff to develop and protect business income
• Replace merchant advisor / merchant help desk clerk when on leave
• Reply to queries from branch or merchant within 24 hours.

Teamwork

• Setting up of POS machines for new merchants, additional outlets and replacement of faulty terminals
• Technical problem resolution for customers in relation to POS terminals
• Prepare amendment form as and when required
• Analysis of decline transactions

Customer Obsession

• Think customer in all interactions
• Focus on customer experience
• Build trust with the customers through quick decisioning & disbursement
• Complaint -Escalation & resolution

Risk management

• Follow the Risk procedures & policies of the Bank
• Conduct RACI testing for the department
• Embed new guidelines
• Comply to Regulatory policies
• Coach team on policies

MI & Analytics

• Perform MI duties

Project Management

• Follow the Risk procedures & policies of the Bank (inclusive of POS/E-commerce procedure manual)
• Support and work on some key projects within the Cards Space.

Mandatory Risk and Control objective

• 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.

Technical skills / Competencies

Competencies:

• Experience with card schemes, processors, and settlement models
• Reconciliation of high-volume transaction data
• Solid accounting knowledge (GL, suspense accounts, accruals)
• Proficiency in Excel and reconciliation tools (pivot tables, VLOOKUP/XLOOKUP, macros preferred)
• Risk management
• Be self-directed
• High attention to detail and accuracy
• Strong analytical and problem-solving skills
• Ability to work under tight settlement deadlines
• Clear communication with internal and external stakeholders
• Good documentation and follow-through

Knowledge, Expertise and Experience

(Relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies)

• Business understanding of Banking operations, card products, customer service
• Building Positive Working Relationships, Coaching, Communication, Contributing to Team Success, Customer Focus, Planning & Organising, Work Standards  

Experience and Qualifications

• Bachelor’s degree in Finance, Accounting, Business, or related field
• 1–3 years’ experience in card operations dealing with merchant onboarding
• Experience in a bank, fintech, payment processor, or card-issuing/acquiring environment preferred

                              

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)