Card and Merchant Support Officer

Job Purpose

The Card and Merchant Support Officer is responsible for providing comprehensive support and service to cardholders and merchants. This role includes managing the daily operations related to card services, resolving issues for cardholders and merchants, ensuring compliance with regulatory requirements, and maintaining high levels of customer satisfaction.

The Card and Merchant Support Officer works closely with various departments to ensure smooth operation of card programs and merchant services.

 Key Responsibilities:

• Creation and configuration of merchant POS machines and set of e-commerce merchants.
• Support the Branch Digital Channels officers in the field through troubleshooting and escalating any concerns regarding the merchant system.
• Receive, review, enrol, onboard, and maintain E-commerce and POS merchants in the system.
• Repair and replace any faulty POS machines in circulation.
• Injection and installation of POS machines with updated software and conducting tests on the functionality of the machine before issuing them out.
• Handling all queries, escalations, and feedback mechanisms for issues to and from the different departments and teams in the Bank regarding merchants and card business.
• Monitor and follow up to ensure the connection gateway and access point name (APN) network is functional as expected.
• Ensure adherence to bank policies, procedures, BOU regulations and guidelines.
• Project support on any development in the card and merchant space.
• Card stock management in the bank network through ensuring that all the branches have enough stock and that the central card store is within the required stock levels.
• Vendor management through ensuring timely payments are made to vendors and any concerns are addressed.
• Develop, implement, and enforce merchant and card Operations policies, processes, and procedures.
• Drive product uptake of credit cards, debit cards and Merchant business through coming up with activity initiatives for key the channels in the unit.
• Develop Standard Operating Procedures to guide the running of the merchant and card business.

Daily Responsibilities:

• Generate daily merchant transaction reports.
• Timely set up of merchant terminals
• Monitoring of Merchant transactions and report on observed trends to mitigate fraudulent tendencies.
• Resolve system related merchant and card queries.
• Review merchant files for completeness and process them for sign off before system set up.

Challenges:

• Unstable card and merchant systems causing several complaints.

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