Interswitch Limited is an integrated payment and transaction processing company that provides technology integration, advisory services, transaction processing and payment infrastructure to government, banks and corporate organizations.
Interswitch, through its “Super Switch†provides online, real-time transaction switching that enable businesses and individuals have access to their funds across the 24 banks in Nigeria and across a variety of payment channels such as Automated Teller Machines (ATMS), Point of Sale (PoS) terminals, Mobile Phones, Kiosks, Web and Bank Branches.The Instore Merchant Onboarding and Support officer will be responsible for onboarding and supervision of the Business Support Partners. The ideal candidate will also maintain and nurture relationships with new and existing Merchants/Partners/Banks.
Responsibilities
Field Operations
Responsible for field support activities on POS terminals managed by Interswitch (primarily, as Acquired, Co-acquired and PTSP and secondly, for all of Interswitch POS Business)
Responsible for growing the number of merchants in the assigned region and with the assigned Banks
Responsible for the overall management of field operations in a particular cluster or region as assigned
Responsible for Interfacing with Banks Support teams and external client Support issues relating to POS devices
Ensures that the agreed SLAs/OLAs with Banks and third –party Vendors (where applicable) are adhered to
In charge of giving feedback on process improvement initiatives to the product, operations, business, engineering, and service management teams
Responsible for Monitoring all POS terminals assigned to Interswitch as PTSP to ensure the uptime of the terminals 24/7
Responsible for logging all customers service calls received via phone calls and emails on CRM
Carries out 1st level Support: Remote Support, Call Support and 2nd Level Support
Responsible for any or all or the strategic pillars of quality assurance, terminal deployments, repairs and stop gap management, merchant categorisation and merchant visitation list
Provides Advisory services to Banks and merchants during daily support activities
Conducts training of bank staff and merchants on use of POS applications and support
Reviews effective utilization of product manuals & training manuals
Conducts quarterly technical sessions for key merchants, PTSP and banks (when necessary)
Co-manages the administration and training of BSP (Business Support Partners)
Prepare weekly activity reports for all managed POS devices to Banks and Team Lead
Prepare an issue report for critical issues encountered in performing daily activities to the Team Lead
Onboarding
Responsible for Parameter Management (Parameter Generation, Nibss & Kimono Registration, Parameter update/change)
Merchant profiling on extraswitch, aribiter and related platforms
Manages the process of terminal provisioning (configuration and certification)
Provision of merchant onboarding support and ensuring high conversion rate for generated leads
Terminal consumables and inventory management
Service Operations
Responsible for administration and management of TMS systems (PAX Store)
Database management and reporting
Bridging the link between the technical team (engineering and products) and the support team
Provision of post-onboarding support
Partner relationship management
Merchant training and service review
Revenue assurance
Requirements
Bachelor's degree from a reputable tertiary institution
Project Management desirable but not compulsory
Minimum professional experience of 2 years in POS support within payments or financial services industry
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