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Merchant Management (Senior Executive)

Job Summary

Merchant Management (Senior Executive)

  • Minimum Qualification: Unspecified
  • Experience Level: Executive level
  • Experience Length: 3 years

Job Description

Merchant Management (Merchant Service)

Overall responsibility for day-to-day operation in merchant acquiring service since on-boarding process until after sales service. This role will be focusing on supporting all merchants once they have any issues with the service. Supporting business team in achieving bank’s goal and IT team in system enhancement is another responsibility.

Managing merchant satisfaction is the key for this role to help maintaining and possibly increasing Merchant Sales Volume (MSV). The responsibility shall include coordinating with EDC vendors as a part of servicing merchants.

Key Accountabilities:

1.    Completing merchant on-boarding process since underwriting merchant quality following bank’s policies and Myanmar regulations, setting up merchant profile and coordinating with EDC vendors for terminal deployment

2.    Maintaining complaints from merchants by supporting their requests with direct communication via multiple channels such as telephone or e-mail

3.    Identify issues of the merchants quickly and coordinate with related parties to solve the problems as soon as possible to maintain good customer satisfaction

4.    Monitoring EDC vendor SLA for all requested services such as on-boarding, on-site service, or preventive maintenance

5.    Coordinating with product management team to support process enhancement along with product development

6.    Supporting key strategic merchant’s issues with special assistance in order to build trust and confidence of the service

7.    Coordinating with IT team to support system enhancement and EDC software development with operation requirement and during user acceptance test

8.    Supporting information related to internal members for refund requests, dispute & chargeback transactions or fraud detection

9.    Update working process, any criteria and system enhancement to comply with rule and regulation of card schemes

Qualification:

•      Bachelor’s degree or higher in Information System, Information Technology, Finance or related fields

•      At least 2-3 years of experience in service operation for banking industry

•      Good Knowledge of domestic and international clearing/settlements

•      Experience in payment business especially card payment is a plus

•      Proficient in MS Office, in particular Excel

•      Fluent in English is a plus

•      Effective communication both verbal and written skills

•      Good knowledge of service operations with process management, people management and vendor management skills

•      Positive attitude toward service is required

•      Ability to manage multiple tasks

•      Strong problem solving and conflict resolution skills

 

 

 

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