Merchant Helpdesk Associate

Role Overview

Merchant Helpdesk Associate at RAK BANK, providing frontline support to merchants in a customer service capacity.

Role Purpose

Deliver exceptional frontline support to merchants by handling inquiries, service requests, and issue resolution related to Point-of-Sale (POS) terminals, payment acceptance solutions, merchant onboarding, settlements, transactions, and digital acquiring services.

Key Responsibilities

Customer Service Delivery

• Deliver exceptional customer service to merchants by addressing inquiries, service requests, and complaints promptly, professionally, and effectively, ensuring a positive customer experience.
• Identify customer needs and tailor solutions to meet their specific requirements.
• Provide personalized service by thoroughly and efficiently gathering customer information, assessing and fulfilling customer needs, and educating the customer where applicable.
• Interact with customers over the phone to understand their banking needs.
• Overcome objections, persuade, and find resolutions for customer issues.
• Resolve problems over the telephone and when required appropriately escalate customer queries and complaints for resolution.
• Manage troubleshooting on an ongoing basis.

Compliance & Risk Management

• Ensure full compliance with Bank policies, regulatory requirements, card scheme regulations, risk management frameworks, and information security standards.
• Support merchant onboarding, maintenance, and servicing activities while ensuring accuracy, completeness, and compliance with internal controls.

Issue Management & Escalation

• Identify, investigate, and escalate unresolved, high-priority, or complex issues to the relevant teams, ensuring timely follow-up and resolution until closure.

Documentation & Reporting

• Accurately document and maintain records of merchant interactions, service requests, complaints, and resolutions within designated systems and databases.
• Generate and maintain operational reports related to service requests, complaints, incident trends, and performance metrics.

Service Quality & Performance

• Adhere to established Service Level Agreements (SLAs), quality standards, and operational procedures to ensure consistent and efficient service delivery.
• Monitor service performance, identify recurring issues, and provide recommendations to improve processes, controls, and customer experience outcomes.

Collaboration & Coordination

• Collaborate effectively with internal departments, external vendors, payment partners, and support teams to facilitate seamless end-to-end service delivery.
• Coordinate with Acquiring Operations, IT, Digital, Vendors, Finance, Fraud Risk, and Product teams to resolve merchant-related issues.

Process Improvement & Continuity

• Contribute to process improvement initiatives and operational excellence programs aimed at enhancing merchant satisfaction, service quality, and overall operational efficiency.
• Participate in business continuity, service recovery, and contingency planning activities to minimize customer impact during system outages or operational disruptions.

General Responsibilities

• Maintain up-to-date knowledge of merchant acquiring products, payment solutions, banking procedures, and industry best practices to effectively support merchants and stakeholders.
• Perform any additional duties assigned by management in support of departmental objectives and business requirements.

Qualifications & Experience

• Bachelor's degree in banking or related field.
• At least 1–2 years' working experience in similar field.
• Banking or customer service experience recommended.
• Bilingual preferred.

Skills & Competencies

• Very customer focused.
• Computer literate with strong writing skill.
• Excellent communication skills.