Business Support Officers - Merchant and Agency Services at Unified Payment Services Limited

Job Objective (s)

• To provide operational and business support for merchants and agency banking partners.
• The role ensures smooth onboarding, issue resolution, transaction monitoring, and overall satisfaction of our merchants and agents, while supporting growth and compliance in line with Unified Payments’ fintech strategy.

Duties & Responsibilties

• Provide first-line operational support to merchants and agency partners across all payment channels.
• Handle onboarding, activation, and maintenance of merchants and agents on Unified Payments’ platforms.
• Monitor transactions and settlement processes, escalating discrepancies or failures for prompt resolution.
• Liaise with internal teams (Technology, Operations, Risk, Finance) to resolve merchant/agent complaints within agreed SLAs.
• Support reconciliation activities for merchant and agency transactions.
• Track, document, and analyse merchant and agent feedback to enhance service delivery.
• Assist in preparing periodic performance reports, dashboards, and business reviews.
• Ensure merchants and agents operate in line with regulatory guidelines, contractual obligations, and company policies.
• Participate in product testing, user acceptance testing (UAT), and process improvements that affect merchant and agency services.
• Maintain accurate records of all support activities, ensuring transparency and accountability.

Job Requirements

• Education: Bachelor’s Degree in finance, Banking, Economics, Business Administration, or related field.
• Experience: Minimum of 2 years post NYSC.

Key Comptency Requirements:

• Knowledge: Strong knowledge of POS operations, agency banking, digital payments, and settlement processes.

Skill/Competencies:

• Strong analytical, problem-solving, and customer service skills.
• Proficiency in Microsoft Excel and other reporting tools.
• Ability to work well in a fast-paced, high-demand environment.

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Job Summary

• Responsible for driving operational efficiency, business analysis, and performance optimization within UP’s merchant and agency ecosystem.
• The role ensures prompt resolution of merchant and agent issues, supports business growth initiatives, and provides data-driven insights to enhance service delivery, customer satisfaction, and transaction performance.
• The role ensures smooth onboarding, issue resolution, transaction monitoring, and overall satisfaction of our merchants and agents, while supporting growth and compliance in line with Unified Payments’ fintech strategy.

Responsibilities

• Provide first-line operational support to merchants and agency partners across all payment channels.
• Handle onboarding, activation, and maintenance of merchants and agents on Unified Payments’ platforms.
• Monitor transactions and settlement processes, escalating discrepancies or failures for prompt resolution.
• Liaise with internal teams (Technology, Operations, Risk, Finance) to resolve merchant/agent complaints within agreed SLAs.
• Support reconciliation activities for merchant and agency transactions.
• Track, document, and analyze merchant and agent feedback to enhance service delivery.
• Assist in preparing periodic performance reports, dashboards, and business reviews.
• Ensure merchants and agents operate in line with regulatory guidelines, contractual obligations, and company policies.
• Participate in product testing, user acceptance testing (UAT), and process improvements that affect merchant and agency services.
• Maintain accurate records of all support activities, ensuring transparency and accountability.

Requirements

• Education: Bachelor’s Degree in finance, Banking, Economics, Business Administration, or related field.
• Experience: Minimum of 7 years post-NYSC experience.

Key Competencies:
Knowledge:

• Strong knowledge of POS operations
• Agency banking
• Digital payments
• Settlement processes.

Skill / Competencies:

• Strong analytical, problem-solving, and customer service skills.
• Proficiency in Microsoft Excel and other reporting tools.
• Ability to work well in a fast-paced, high-demand environment.