Merchant Helpdesk Associate

Role Overview

Merchant Helpdesk Associate at RAK BANK, based at the Ras Al Khaimah Operations Centre. UAE nationals only.

Role Purpose

Provide frontline support to merchants across Point-of-Sale terminals, payment acceptance solutions, merchant onboarding, settlements, transactions, and digital acquiring services. Manage merchant enquiries, service requests, and technical issues while coordinating with internal teams and external partners to deliver timely and effective resolutions.

Key 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, and 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.

Qualifications & Experience

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

Skills & Competencies

• 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.

Additional Information

• 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.
• Collaborative and customer-focused working environment.
• Opportunity to build your career within one of the UAE's leading banks.