Merchant Services Associate

Position Summary

Undertakes assigned job duties as they pertain to the Merchant Services department. Candidate needs to communicate with merchants to get all relevant information/documents for merchant profile screening, application processing purpose and work on claims assessments. This role requires attention to detail, strong communication skills, and a proactive approach to task management.

Key Responsibilities

• Merchant Communication and Information Requests - outreach to merchants via email and phone to request documentation, clarify submissions, and gather required information for processing and compliance purposes
• KYC Review & Regulatory Checks – handle sensitive Know-Your-Customer (KYC) reviews and ensure regulatory checks are conducted accurately in line with compliance and internal process
• Application Process Workflow – Take ownership of the merchant application processing cycle, ensuring proper validation. Completeness of documentation, and timely progression through approval stages
• Audit & MDR claim (Merchant Discount Rate) Claims Handling – Oversee the governed related audit checks and processing of MDR-related claims, ensuring reconciliation and timely resolution
• Offshore Team Coordination – conduct checks on document collection, verification, and work with offshore team on any operational tasks. Ensure team members consistent service delivery in line with team objectives
• Business Support for Sales Department – Assist manager in overseeing business requirements gathering, documentation and coordination of projects or initiatives involving the Sales department, ensuring alignment with operational capabilities. Carry out any ad-hoc tasks by lead/manager
• Data Entry & Administrative Tasks – Perform data extraction, entry and validation to support merchant onboarding, ongoing monitoring and claims

Requirements

• Diploma or Degree in Business Administration, Finance & Banking, or any related field
• Additional experience or certification in Compliance, AML/KYC, or Risk management is advantageous
• Minimum 1 to 2 years of relevant working experience in financial services, merchant onboarding, or payment solution related
• Prior exposure to KYC reviews, regulatory compliance, audit processes is highly preferred
• Experience managing workflows and coordinating with offshore teams is a plus
• Proficient in Microsoft Office applications (Excel, Word, Outlook)
• Detail-oriented with strong organizational and time management skills
• Ability to handle sensitive and confidential information with integrity
• Strong communication, interpersonal skills, self-motivated and able to work independently as well as in a team environment