Client and Merchant Services (CMS) Officer

We are looking for a Client and Merchant Services (CMS) Officer to support the setup, execution, and continuous improvement of back-office processes related to customer and merchant operations. In this role, you will work closely with the CMS Unit Head and key stakeholders to ensure accurate data maintenance, smooth servicing workflows, and strong compliance with internal controls and regulatory requirements, while contributing to overall operational efficiency.

Key responsibilities

Client & Merchant Services Operations

• Support the setup, documentation, and continuous improvement of CMS processes, including customer information updates, account-level maintenance, merchant due diligence, and complaint handling

• Ensure all required documents from merchants are properly collected, validated, and compliant with due diligence requirements prior to onboarding

• Manage customer servicing activities such as account updates, certification of loan full payment, and handling of customer requests and inquiries

• Execute and monitor SMS/email mass communications to customers when required

• Handle customer complaints and ensure timely and proper resolution in coordination with relevant stakeholders

Controls, Compliance & Risk Management

• Ensure strict implementation of maker-checker controls and proper segregation of duties

• Ensure all transactions and approvals are within delegated authority

• Maintain audit readiness by ensuring proper documentation, record keeping, and adherence to retention policies

• Assist in combatting money laundering by ensuring all required AML/KYC processes are followed

• Ensure compliance with regulatory requirements (SEC, BSP, AMLC) and internal policies and procedures

Process Management & Improvement

• Monitor completion of tasks within agreed turnaround times and ensure service level standards are met

• Regularly review and update documented processes to reflect current practices and controls

• Identify process and system improvement opportunities while ensuring appropriate controls are maintained

• Initiate and support projects aimed at improving team efficiency and overall operations

• Participate in cross-functional initiatives within the Back Office and collaborate with stakeholders to assess operational impact

Stakeholder Collaboration & Operations Support

• Work closely with internal stakeholders to gather requirements, resolve issues, and align on process improvements

• Act as reliever within the team or Back Office when required, ensuring continuity of operations without compromising controls

• Promptly identify and escalate issues, providing recommended solutions to immediate supervisors

• Perform additional tasks and responsibilities as assigned, supporting broader Back Office operations

Requirements and expectations

• Bachelor’s degree in Banking, Finance, or any related business field

• At least 3 years of experience in a financial institution, preferably in customer servicing, account maintenance, or merchant operations

• Strong knowledge of KYC procedures, customer data management, and account maintenance processes

• Experience in merchant/partner/vendor onboarding and management

• Familiarity with debit cards, SOA, and bank notice handling is an advantage

• Solid understanding of regulatory requirements and compliance standards

• Ability to work effectively with high transaction volumes under time constraints

• Strong attention to detail, organizational, and problem-solving skills

• Good communication and interpersonal skills, with the ability to work across teams

• Ability to work independently and manage multiple tasks in a fast-paced environment

• Proactive, results-oriented mindset with a focus on continuous improvement