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
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