Merchant Helpdesk Associate

Job Description:

• 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.

• 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.

• 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

• 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.

• 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.

• 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.

• 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.

• 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.

Requirements: