[ref. p58261604] Operations Executive

About the Role:

Your work will directly contribute to the efficiency and success of the payment gateway platform, helping merchants navigate payment systems seamlessly while ensuring compliance with industry standards.

Key Responsibilities:

1. Merchant Onboarding:

• Oversee and manage the entire process of merchant onboarding, from collecting required documents to ensuring compliance with company policies and regulatory standards.
• Support merchants with technical integration, guiding them step-by-step to set up their accounts and ensure they are fully operational on the platform.
• Work cross-functionally with acquirer, technical and compliance teams to resolve any issues during the onboarding process.

1. Refunds & Chargebacks Management:

• Process merchant refund requests promptly, ensuring adherence to company policies and payment network standards.
• Handle chargebacks by investigating the dispute, gathering necessary documentation, and coordinating with acquirers to resolve issues.
• Maintain a clear record of chargebacks and refund requests, ensuring all necessary documentation and compliance requirements are met.

1. Merchant Support:

• Serve as the first point of contact for merchant inquiries, offering prompt support via phone, email, and chat to resolve issues related to payment failures, transaction discrepancies, account management, and more.
• Troubleshoot technical issues with the help of the technical support team, ensuring efficient resolution of any platform-related challenges.
• Proactively build relationships with merchants, ensuring they are satisfied with the platform and have access to all tools they need to succeed.

1. Administrative Tasks:

• Ensure that all merchant account details, transactions, and support logs are accurately updated in internal systems.
• Generate operational reports regarding merchant activities, onboarding statuses, chargeback rates, refunds, and other key metrics.
• Assist with office tasks, including internal communication, scheduling, and general administrative duties as needed.

1. Event Support:

• Assist with the coordination and execution of internal and external events, such as, conference and promotional events.
• Support event material sourcing, communication with vendors, ensuring smooth execution.

1. Liaison with Acquirers:

• Act as a liaison between the company and acquirers to ensure that all payment processing activities are running smoothly, and transactions are cleared in a timely manner.
• Address any issues related to payment processing, including transaction failures, payment delays, or discrepancies, and work with acquirers to resolve these concerns.
• Ensure compliance with acquirer standards, addressing any compliance-related issues in collaboration with internal teams.
• Build and maintain strong relationships with acquirers, identifying opportunities to improve payment processing terms and service levels.

Skills & Qualifications:

• Education: Bachelor’s degree in Business Administration, Operations, Finance, or a related field (preferred).
• Experience:
• 2-3 years of experience in operations, customer support, or account management within the fintech or e-commerce industry.
• Experience with payment gateway systems, chargebacks, refunds, and acquirer relations is highly desirable.
• Communication Skills:
• Excellent written and verbal communication skills, capable of explaining technical issues to both merchants and internal teams.
• Strong interpersonal skills and the ability to build relationships with merchants, internal teams, and acquirers.
• Technical Skills:
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
• Familiarity with CRM systems, and ticketing systems is a plus.
• Problem-Solving & Organizational Skills:
• Ability to prioritize and manage multiple tasks simultaneously in a fast-paced environment.
• High attention to detail and a proactive approach to resolving issues.
• Customer Service Focus:
• Strong commitment to providing high-quality service to merchants and acquirers.
• Ability to remain calm and professional when addressing challenging situations