Operations & Fulfillment Executive
2 weeks ago
Key Responsibilities
1. Internal Support (Cross-Department Collaboration)
- Act as the primary technical escalation point for payment-related issues across departments (IT, Finance, Sales, Risk).
- Assist in resolving transaction disputes, reconciliation discrepancies, and settlement delays.
- Provide training and documentation to internal teams on payment gateway functionalities and support.
2. External Merchant Support & Liaison
- Serve as the main technical contact for merchants, guiding them through payment gateway setup, troubleshooting, and optimization.
- Assist merchants with API integration, SDK implementation, and plugin configurations (e.g., WooCommerce, Magento, Shopify).
- Conduct merchant onboarding sessions, ensuring smooth activation and compliance with payment processing rules.
3. Payment Gateway Integration & API Expertise
- Read, analyze, and debug transaction APIs (REST, SOAP, Webhooks).
- Support merchants in testing and certifying payment integrations (sandbox/live environments).
- Troubleshoot failed transactions, authentication errors, and gateway timeouts.
4. Transaction & Payment Flow Analysis
- Monitor real-time transaction logs to identify and resolve processing failures.
- Understand end-to-end payment flows (authorization, capture, refunds, chargebacks).
- Investigate payment declines (bank rejections, fraud filters, 3DS failures).
5. Online & Offline Payment Support
- Online Payments:
- Assist with card processing (Visa/MC/Amex), e-wallets (GrabPay, Boost), FPX, and BNPL integrations.
- Troubleshoot checkout errors, redirect issues, and callback failures.
Offline Payments:
- Support POS terminal integrations, QR payments, and manual payment reconciliation.
- Resolve settlement mismatches between gateway and merchant records.
6. Compliance & Security
- Ensure adherence to PCI-DSS, PSD2/SCA, and local payment regulations.
- Assist in fraud detection and chargeback dispute resolution.
Job Requirements:
Technical Skills:
- Experience with payment gateways (Stripe, PayPal, Razorpay, FPX, MIPS, PayNet).
- Proficiency in API reading.
- Familiarity with web technologies (HTTPS, SSL, webhooks).
Preferred Experience:
- 2+ years in payment gateway support, fintech, or merchant acquiring.
- Understanding of bank settlement cycles, interchange fees, and payment routing.
Soft Skills:
- Strong problem-solving & analytical skills.
- Excellent communication (written & verbal) for merchant interactions.
- Ability to explain technical concepts to non-technical users.
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