Specialist; Merchant Support (1 Position(s))
Job Location :
Head Office, Hq
Job Purpose:
Under the direction of Manager; Merchant Support, the Specialist will be responsible for smooth operations of Merchant Acquiring business in line with card schemes operational procedures, regulations, and policies. To ensure Merchant services are always available and performing well.
Main Responsibilities:
Responsible for creation and management of merchant profiles in the system
Responsible for POS terminals, E-commerce, M-POS, QR codes and account configurations
Screening and reporting merchants through the MATCH system
Report merchant fraud on SAFE, Following merchants on MOST though Fraud Monitoring and risk management tool
Facilitate Manual Authorization of transactions. (OFF line transactions/adjustment/ Force batch settlement)
Explain reporting of BAMS systems and products to merchants to resolve their concerns and responding to their concerns.
Provide technical support on suspected fraud cases and compliance under merchants
Manage the overall e-commerce marketplace platform to support customers.
Support on-going platform upgrades and maintenance efforts.
Perform Merchant fraud assessment and reporting (merchant behaviour/trend).
Follow up on merchants POS offloading status to ensure timely payments.
Preparation of Monthly/Quarterly Merchant performance reports and geographical POS location as required by BOT on a monthly basis.
Proper keeping of merchant documents for future reference and audit purpose (configuration instructions)
Troubleshooting of terminals and network systems in collaboration with the ICT department
Provide technical expertise and support to merchants on malfunctioning POS terminals.
Handling of different Acquiring Projects E.g., Ecommerce, device certifications-ADVT, QR codes etc.
Provide Level 2 technical assistance to Point of Sale (POS) systems, peripherals, hardware/software, and data transfers to ensure minimal service interruption to customers.
Respond to queries, handles ordering, planning, and shipping of equipment, support the back-office software, and resolves technical issues.
Understand customers needs, respond to inquiries/requests/issues, provide technical support, manage multiple vendor relationships, and identify and resolve issues/incidents with a high degree of customer satisfaction, technical knowledge, and timeliness.
Proper Keeping of POS records/ devices (POS returned from branches, Defective POS, POS waiting for dispatch etc.)
Knowledge and Skills:
Business awareness/ Achieving business performance
Strong presentation and communication skills oral and written
Planning and organizational skills
Computer literate
Team work and Time Management
Be analytically minded, self-motivated and able to work independently
Display high level of integrity and confidence.
Deep understanding of Merchant Acquiring business including new age digital POS channels
Should have managed cross functional card business projects.
Strong background on card scheme.
Qualifications and Experience:
Bachelor’s Degree in Computer Science, IT or related field.
5 years banking experience with at least 3 years in Card business specifically in configuration of acquiring devices.
NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.
NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
Only shortlisted candidates will be contacted.
Job opening date : 02-Feb-2024
Job closing date : 16-Feb-2024
