Job description
About the Role
As a Merchant Operations Associate (Payments), you will be the key point of contact for our merchants and clients, ensuring smooth day-to-day operations of their pay-in and payout activities. You will manage onboarding support, transaction monitoring, issue resolution, and operational reporting to deliver a seamless payment experience to our partners.
Key Responsibilities
- Act as the operational liaison for assigned merchants and clients, providing excellent support and timely resolution of payment-related queries.
- Oversee daily pay-in (collections) and payout (disbursements) processes to ensure transactions are processed accurately and on time.
- Monitor transaction flows, identify irregularities, and coordinate with internal teams (Risk, Compliance, Finance) to resolve exceptions or disputes.
- Support merchant onboarding from an operational perspective: gathering documentation, coordinating test transactions, and ensuring payment methods are properly set up.
- Assist in managing settlement cycles, funding requirements, and reconciliations for client accounts.
- Track and escalate operational issues that may impact merchant performance or service levels.
- Maintain up-to-date records of merchant profiles, payment configurations, and contractual terms in internal systems.
- Prepare regular operational performance reports for both internal stakeholders and clients.
- Work closely with product and technical teams to identify and implement process improvements that enhance merchant experience and payment flows.
- Stay informed about relevant compliance and regulatory requirements related to payments and merchant operations.
Requirements
- Bachelor’s degree in Business, Finance, Operations, or a related field.
- 1–3 years of experience in payments operations, merchant operations, client success, or transaction processing.
- Good understanding of pay-in/pay-out flows, settlement cycles, and payment gateways.
- Strong problem-solving skills with the