Identify and address gaps in post-sales processes.
Process reviews/recommendations and automation focusing on resolution of transaction processing and settlement crediting related issues.
Documentation of aftersales processes.
Maintain and regularly update Playbook /Operating Manual/Knowledge Base consolidating transaction processing/settlement processes.
Merchant Comms Management (Scheduled and One-time sending).
Manage schedule of sending of spiels/advisories for sending to merchants
Oversees Merchant Services post-sales team that delivers: Transactional and Settlement Aftersales Concerns fulfillment
Will be focusing on major concerns of key accounts which require more focus and attention.
Coordination with internal support units (Tech, Ops, Finance/Treasury, Product, Merchant Aftersales Support Team, etc) to ensure aftersales requirements are met within SLA.
Ensure delivery of merchant's other requests and requirements such as filing of EWT, force posting of voided/expired transactions, settlement report availability, collection and payment of misrouted settlements, etc..
Escalate, monitor and help in resolution of issues/delays affecting processing of transactions and settlements of merchants).
What we are looking for:
At least 5 years work experience preferably in payments acquiring industry.
Knowledge and understanding of internal processes:
transaction success/decline drivers
merchant transaction and settlement flow
Merchant Customer Care / Merchant L2 Escalations background
