Instore Merchant Onboarding and Support - Merchant Acquiring at Interswitch

JOB PURPOSE

The Instore Merchant Onboarding and Support officer will be responsible for onboarding, supervision of the Business Support Partners, supporting our merchant (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.

KEY RESPONSIBILITIES 

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 growing the number of merchants in the assigned region and with the assigned Banks
• 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 2nd Level Support
• Responsible for any or all or the strategic pillars of quality assurance, terminal deployments, repairs and stop gap management, merchant categorisation and merchant visitation list.
• 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

Onboarding

• Responsible for Parameter Management (Parameter Generation, Nibss & Kimono Registration, Parameter update/change)
• Merchant profiling on extraswitch, aribiter and related platforms
• Manages the process of terminal provisioning (configuration and certification)
• Provision of merchant onboarding support and ensuring high conversion rate for generated leads
• Terminal consumables and inventory management

Service 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
• Revenue assurance

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.

EDUCATION

• Academic Qualification(s): Hold a BSc/HND from a reputable tertiary institution Professional

EXPERIENCE 

• Qualification(s): Project Management desirable but not compulsory Experience (Number of relevant years): Minimum professional experience of 2 years in POS support within payments or financial services industry