Merchant and Card Support Officer

KEY RESPONSIBILITIES: 

• Creation and configuration of merchant POS machines and set of e-commerce merchants.
• Support the Branch Digital Channels officers in the field through troubleshooting and escalating any concerns regarding the merchant system.
• Receive, review, enroll, onboard, and maintain E-commerce and POS merchants in the system.
• Repair and replace any faulty POS machines in circulation.
• Injection and installation of POS machines with updated software and conducting tests on the functionality of the machine before issuing them out.
• Handling all queries, escalations, and feedback mechanisms for issues to and from the different departments and teams in the Bank regarding merchants and card business.
• Monitor and follow up to ensure the connection gateway and access point name (APN) network is functional as expected.
• Ensure adherence to bank policies, procedures, BOU regulations and guidelines.
• Project support on any development in the card and merchant space.
• Card stock management in the bank network through ensuring that all the branches have enough stock and that the central card store is within the required stock levels.
• Vendor management through ensuring timely payments are made to vendors and any concerns are addressed.
• Develop, implement, and enforce merchant and card Operations policies, processes, and procedures.
• Drive product uptake of credit cards, debit cards and Merchant business through coming up with activity initiatives for key the channels in the unit. 
• Develop Standard Operating Procedures to guide the running of the merchant and card business.

Skills and Experience

• Bachelor's degree in a business-related course, certificate in digital service is an added advantage.
• 2 years' experience in Card or digital channels.

• Strong knowledge of the Bank’s processes and procedures especially in the Retail space; Card and Merchant business.

• Good understanding of KYC information requirements

• A proven track record in coordinating compliance, review and update of digital asset policies and procedures.
• Experience in customer service, card and merchant business or a similar role within the banking or financial services industry.
• Strong understanding of card operations, payment processing, and fraud prevention.
• Excellent problem-solving skills and attention to detail.
• Proficient in using banking software and card management systems.
• Strong communication and interpersonal skills.
• Ability to work effectively in a team-oriented environment.
• Knowledge of the Card scheme operations and rules