Merchant Helpdesk Associate

About the Role
You will be responsible for ensuring excellence in merchant support and service delivery. This entails handling merchant enquiries, service requests, and complaints professionally while providing support across various payment acceptance solutions including POS terminals, onboarding, settlements, transactions, and digital acquiring services. Understanding merchant requirements is crucial, allowing you to provide clear guidance on available solutions to deliver a consistent and positive experience across every interaction.

Responsibilities

• Merchant Support & Service Excellence

  • Handle merchant enquiries, service requests, and complaints professionally and within agreed service levels.
  • Provide support across POS terminals, payment acceptance, merchant onboarding, settlements, transactions, and digital acquiring services.
  • Understand merchant requirements and provide clear guidance on available solutions.
  • Deliver a consistent and positive merchant experience across every interaction.

• Issue Resolution & Troubleshooting

  • Investigate and resolve merchant issues efficiently through approved support channels.
  • Troubleshoot POS, transaction, settlement, and digital acquiring queries.
  • Escalate unresolved or critical issues to the appropriate teams and follow through until closure.
  • Support service recovery activities during system outages or operational disruptions.

• Stakeholder Coordination

  • Work closely with Acquiring Operations, Technology, Digital, Finance, Fraud Risk, Product teams, and external vendors.
  • Coordinate across relevant teams to ensure seamless and timely service delivery.
  • Maintain clear communication with merchants on the status and resolution of their requests.
  • Build effective relationships with internal stakeholders and support partners.

• Reporting & Documentation

  • Maintain accurate records of merchant interactions, service requests, complaints, and resolutions.
  • Prepare operational reports covering incidents, complaint trends, service performance, and recurring issues.
  • Identify patterns and improvement opportunities through service data and merchant feedback.
  • Ensure all records are complete, accurate, and maintained within designated systems.

• Governance & Continuous Improvement

  • Adhere to the Bank’s policies, operational procedures, regulatory requirements, card scheme rules, and information security standards.
  • Meet established service-level, quality, and productivity expectations.
  • Contribute to initiatives that improve merchant experience and operational efficiency.
  • Identify suitable opportunities to introduce merchants to relevant products or services.

Requirements

• Education

  • Bachelor’s degree in Banking, Finance, Business Administration, or a related discipline.

• Experience

  • 1 to 2 years of experience in Merchant Services, POS Support, Payment Operations, Acquiring, Banking, Customer Service, or a similar role.
  • Experience handling customer enquiries, complaints, and technical service requests is preferred.
  • Bilingual capability would be an advantage.

• Industry Exposure

  • Understanding of merchant acquiring, POS terminals, card payments, settlements, and digital payment solutions.
  • Exposure to payment operations, customer service platforms, or issue-management systems.
  • Familiarity with service-level standards, compliance requirements, and card scheme regulations.

What’s In It For You

• Competitive, performance-linked compensation.
• Medical coverage for you and your family.
• Comprehensive life insurance.
• Exposure to merchant acquiring and the rapidly evolving digital payments landscape.
• Structured learning, professional development, and career growth opportunities.
• A collaborative and customer-focused working environment.
• Opportunity to build your career within one of the UAE’s leading banks.

Skills

• Merchant Service: Strong commitment to delivering responsive and professional support.
• Communication: Clear verbal and written communication with strong listening skills.
• Problem Solving: Ability to investigate issues and identify practical solutions.
• Payments Knowledge: Understanding of POS, acquiring, settlements, and digital payment services.
• Stakeholder Coordination: Ability to work effectively with Operations, Technology, Product, Risk, and vendors.
• Attention to Detail: Accurate documentation, record keeping, and follow-through.
• Customer Focus: Ability to understand merchant needs and deliver a positive service experience.
• Commercial Awareness: Ability to identify relevant opportunities while addressing merchant requirements.