Merchant Onboarding Specialist

4 days ago

Shah Alam, Selangor, Malaysia Razer Full time

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities:

As a Merchant Onboarding Specialist for our payment gateway, your primary focus will be managing ticket inquiries related to merchant onboarding. You will ensure timely and effective responses to inquiries while maintaining compliance with regulatory requirements. Your strong communication skills, attention to detail, and commitment to operational excellence will play a critical role in enhancing the merchant onboarding experience.

Key ResponsibilitiesTicket Management and Merchant Support
  1. Take ownership of onboarding-related support tickets, ensuring timely acknowledgment, resolution, and documentation.
  2. Provide expert guidance on account setup, configuration, and payment gateway integration via ticketing systems.
  3. Address inquiries related to KYC procedures, application status, and onboarding requirements, prioritizing based on urgency and complexity.
  4. Respond promptly to merchant inquiries received via Skype, chat, social media, and phone calls, ensuring consistent and high-quality support across all communication channels.
  5. Collaborate with internal teams, including compliance, product, and technical support, to resolve complex ticket issues and escalate when necessary.
  6. Identify recurring issues from ticket inquiries and propose solutions or process improvements to minimize future occurrences.
Merchant Onboarding
  1. Support the end-to-end onboarding process, from application review to KYC completion and account activation.
  2. Ensure onboarding processes align with regulatory standards.
  3. Maintain accurate records of merchant onboarding progress and ticket interactions to ensure audit readiness.
Compliance and Risk Management
  1. Adhere to regulatory requirements during all onboarding and ticket-handling activities, ensuring compliance with anti-fraud measures and KYC processes.
  2. Monitor potential risk indicators in merchant accounts through ticket inquiries and escalate identified risks to the appropriate teams.
  3. Stay informed about changes in industry regulations and integrate them into onboarding and support processes.
Reporting and Analysis
  1. Generate regular reports on ticket volumes, resolution times, and common issues to identify trends and areas for improvement.
  2. Conduct analysis of ticket data to optimize workflows and improve operational efficiency.
  3. Use insights from reports to recommend process improvements, ensuring a streamlined onboarding experience.
Relationship Management
  1. Serve as a trusted point of contact for merchants, ensuring their inquiries are handled with professionalism and care.
  2. Work closely with internal teams to ensure merchant issues are resolved promptly and effectively.
  3. Proactively engage with merchants to gather feedback on the onboarding process and identify opportunities for improvement.
Requirements
  1. Educational Background: Bachelor's degree in Business, Finance, Information Technology, or a related field preferred; diploma holders with relevant experience will also be considered.
  2. Experience: Minimum of 1-2 years of experience in merchant operations, payment processing, or a similar field, with exposure to ticketing systems.
  3. Technical Knowledge: Familiarity with ticket management tools and processes; understanding of payment industry regulations.
  4. Skills:
    1. Strong analytical and problem-solving skills to address complex inquiries.
    2. Excellent written and verbal communication skills.
    3. Attention to detail and a commitment to operational excellence.
    4. Ability to work collaboratively in a team and adapt to a dynamic environment.
  5. Other Requirements: Willingness to work in I-City and commute as required.
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