Merchant Acquiring Executive needed at Interswitch

Job Purpose

• We are seeking a self-starter with strong ownership spirit, customer focused, technical, and analytical ability.
• The Merchant Acquiring Executive will be responsible for holding any or all the strategic pillars of Merchant Onboarding, Terminal Provisioning and Deployment, Technical Operations and Field Operations with the objective of providing the best possible experience in merchant support (Acquired, Co-acquired and PTSP) terminals.
• The ideal candidate will also maintain and nurture relationships with new and existing Merchants/Partners/Banks.
• This individual will interact with the sales and product teams to achieve client expectations and provide recommendations to improve merchant experience. Ideal candidates should be customer centric with strong leadership and business acumen

Key Responsibilities

• The ideal candidate must be experienced in not less than three of the four strategic pillars below Onboarding
• Manages the overall activities of lead generation, lead conversion and lead processing
• Responsible for Parameter Management (Parameter Generation, Nibss&Kimono Registration, Parameter update/change)
• Merchant profiling on extraswitch, aribiter and related platforms
• Provision of merchant onboarding support and ensuring high conversion rate for generated leads Terminal Provisioning and Deployment
• Manages the process of terminal provisioning (configuration and certification)
• Ensure that 1st level quality assurance (QA1) is performed on all terminals configured and 2nd level quality assurance (QA2) on all terminals certified and provisioned before release to Customers Relations/Bank/Merchant
• Reporting and Maintenance of database of all configured terminals capturing key details; Terminal ID, Merchant Name, Terminal Type & Serial, Application Version, Configuration status etc.
• Ensures configured terminals are despatched and deployed to merchant location within the stipulated SLA Field Operations
• Responsible for field support activities on POS terminals managed by Interswitch (primarily, as Acquired, Co-acquired and PTSP) and secondly, for all of Interswitch POS Business
• Responsible for the overall management of field operations in a particular cluster or region as assigned.
• Responsible for Interfacing with Banks Support teams and external client Support issues relating to POS devices
• Ensures that the agreed SLAs/OLAs with Banks and third party Vendors (where applicable) are adhered to
• In charge of giving feedback on process improvement initiatives to the product, operations, business, engineering, and service management teams
• Responsible for Monitoring all POS terminals assigned to Interswitch as PTSP to ensure the uptime of the terminals 24/7
• Responsible for logging all customers service calls received via phone calls and emails on CRM
• Carries out 1st level Support: Remote Support, Call Support and 1st and 2nd Level Support
• Provides Advisory services to Banks and merchants during daily support activities
• Conducts training of bank staff and merchants on use of POS applications and support
• Reviews effective utilization of product manuals & training manuals
• Conducts quarterly technical sessions for key merchants, PTSP and banks (when necessary)
• Co-manages the administration and training of BSP (Business Support Partners)
• Prepare weekly activity reports for all managed POS devices to Banks and Team Lead
• Prepare an issue report for critical issues encountered in performing daily activities to the Team Lead.

Technical Operations:

• Responsible for administration and management of TMS systems (PAX Store)
• Database management and reporting
• Bridging the link between the technical team (engineering and products) and the support team
• Provision of post-onboarding support
• Partner relationship management
• Merchant training and service review

Education and Experience Requirements

• Candidates should possess a B.Sc / HND from a reputable tertiary institution
• Minimum professional experience of 2 years in POS support within payments or financial services industry

Competencies:

• Demonstrated experience in POS technical support and/or onboarding, and customer relations management
• Clear understanding and appreciation of POS business (PTSP, Acquiring, Co-Acquiring and Agency Banking)
• Sound understanding of terminal transaction routing and processing
• Verifiable experience in PTSP support
• Good interpersonal and collaborative skills
• Proficiency in MS applications (MS Excel, PowerPoint)
• Experience in using tools like CRM, AX, and JIRA.
• Excellent time management skills
• Energetic, proactive team player, target driven and highly motivated.
• Articulate and professional, enthusiastic attitude and a focus on results are required
• Strong communication skills: ability to reach prospects creatively, position solution/products.