Merchant Helpdesk Associate

About the role

The Merchant Helpdesk Associate provides professional support to merchants, handling enquiries, service requests and complaints while ensuring a positive experience across all interactions.

Key responsibilities

• Handle merchant enquiries, service requests and complaints within agreed service levels.
• Investigate and resolve merchant issues, troubleshoot POS, transaction, settlement and digital acquiring queries.
• Coordinate with Acquiring Operations, Technology, Digital, Finance, Fraud Risk, Product teams and external vendors to ensure seamless service delivery.
• Maintain accurate records of merchant interactions, prepare operational reports and identify improvement opportunities.
• Adhere to bank policies, regulatory requirements and contribute to initiatives that improve merchant experience.

Required profile

• Bachelor’s degree in Banking, Finance, Business Administration or a related discipline.
• 1‑2 years experience in Merchant Services, POS Support, Payment Operations, Acquiring, Banking or Customer Service.
• Understanding of merchant acquiring, POS terminals, card payments, settlements and digital payment solutions.

Required skills

• Strong commitment to delivering responsive merchant support.
• Clear verbal and written communication.
• Problem‑solving and issue investigation.
• Knowledge of POS, acquiring, settlements and digital payment services.
• Ability to coordinate with operations, technology, product, risk and vendors.

What we offer

• Competitive, performance‑linked compensation.
• Medical coverage for you and your family.
• Comprehensive life insurance.
• Structured learning, professional development and career growth opportunities.
• Collaborative, customer‑focused working environment.