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Merchant Support Officer
Location:Mackey Street Head Office
Job Type:Credit Card
FT/PT Status:Regular Full Time
  

Major Responsibilities:

The Merchant Support Officer role will be responsible for actively engaging with business customers to expand our portfolio. Your primary responsibilities will include overseeing the merchant onboarding process, resolving merchant queries, ensuring thorough training for merchants in credit card machine operations, and offering proactive advice on process improvement and product innovations.

This role demands a keen attention to detail, strong work ethic, and flexibility to work outside regular hours when necessary. The incumbent must fully comply with the Bank’s Security Policies as outlined in its Security Policy Manual and the Bank’s Anti-Money Laundering (AML), Counter Financing of Terrorism (CFT) and Know Your Customer (KYC) requirements.  In addition, the position holder is required to uphold the Bank’s Customer Service Standards and Code of Ethics at all times.

Key responsibilities include, but are not limited to; 

- Actively soliciting new business customers to enhance the Bank's portfolio.
- Assisting in the end-to-end merchant onboarding process, ensuring terminal completeness.
- Resolving or escalating all merchant queries for timely resolution.
- Providing comprehensive training to merchants on the operation of credit card machines. 
- Proactively offer advice on process improvement and product innovations to the merchant product offering. 
- Maintains a high level of customer service as expected and outlined by the bank.
- Ensure that Merchant Files are regularly updated for completeness.
- Provide support in the operation and maintenance of merchant terminals as needed. 
- Demonstrates ownership of complaints voiced by customers.
- Stay updated on card Association rules and regulations
- Demonstrate proficiency in Microsoft applications, including Word, Excel, and PowerPoint. 
- Utilize prior experience in the maintenance of credit card machines to enhance operational efficiency. 
- The Merchant Support Officer assumes any other duties/responsibilities as assigned by the Merchant Supervisor or Management.
 

Qualifications, Skills and Experience:
Strong customer service skills and commitment to Service Quality
Ability to interact with others in a respectful, professional and cordial manner
Required to have good knowledge of the Bank’s products and services in order to be able to respond to customers’ enquiries, concerns and requests. 
Ability to work on own with minimal supervision
Excellent verbal and written communication skills
Excellent organizational and time management skills
Excellent work ethics, punctuality and attendance record

Personal Attributes:

 
The incumbent must maintain confidentiality, use sound judgement and perform independently while performing the duties of the Project Management Administrator and demonstrate the following attributes:

Maintain standards of conduct
Display characteristics of honesty, integrity and sound work ethics
Be respectful
Be flexible

Remuneration Package:

Commonwealth Bank is a Great place to work!
We offer an exciting work environment for growth and development. We also offer a competitive compensation package, reflecting the successful applicant's experience and qualifications, including a performance- based incentive plan, health, vision, dental and life insurances and a pension plan.

"Commonwealth Bank sincerely thanks all applicants for their interest in becoming a part of our team, however, only those applicants being considered will be contacted"