Merchant Relations Officer (Business/Operations/Compliance/Payment Support)

Job description:

This role is responsible for merchant servicing, project coordination, documentation, and payment operations. The ideal candidate should possess hands-on experience in cross-border remittance, payment operations, or foreign exchange (FX) within a regulated payment institution or money services business.

Key Responsibilities:

Merchant Servicing

• Oversee end-to-end merchant onboarding processes, including account evaluation, KYC documentation, agreement execution, regular meetings, and technical system integration.
• Provide ongoing account servicing post-boarding, addressing merchant inquiries and resolving ad hoc and recurring operational issues.
• Conduct periodic account reviews to ensure compliance, operational efficiency and sustained business performance.

Payment & Remittance Operations

• Execute and monitor cross-border payment and remittance transactions across multiple currencies, ensuring accuracy and timely settlement.
• Support the buildout and daily operations of the company's cross-border remittance platform, drawing on prior experience with remittance workflows and correspondent banking relationships.
• Investigate and resolve transaction discrepancies, STP breaks, and settlement exceptions in coordination with internal teams and banking partners while minimising disruptions to operations.

Project Management

• Contribute to the design and implementation of operational workflows for the remittance platform, identifying gaps and recommending process improvements.
• Collaborate with project management team and cross-functional departments to support and deliver operational initiatives, system enhancements and new product implementation.

Documentation

• Prepare and maintain accurate records, reconciliation reports, and operational documentation related to merchant and remittance activities.
• Develop, review and maintain Standard Operating Procedures (SOPs) for all relevant operational processes.

General Responsibilities

• Keep abreast of industry trends, regulatory changes, and emerging payment technologies.
• Undertake other administrative and operational duties as required to support business functions.

Requirements

• Prior experience in the payments, remittance, fintech, banking, or money services industry is preferred.
• Hands-on experience in cross-border payment processing, remittance operations, FX operations, or multi-currency settlement is strongly preferred.
• Ability to manage multiple priorities while maintaining accuracy under tight deadlines.
• Proactive and self-motivated, with a demonstrated ability to take initiative and resolve issues independently with minimal supervision.
• High level of attention to detail and a strong commitment to accuracy and quality.
• Flexible and adaptable to changing priorities and new challenges.
• Strong interpersonal skills with a customer-focused mindset.
• Able to work independently while also collaborating effectively across cross-functional teams.
• Excellent communication skills, both written and verbal, with strong analytical and problem-solving capabilities.
• Proficient in Microsoft Office software, such as Excel, Words, PowerPoint and Outlook.
• Familiarity with payment platforms, APIs, or system integration is an advantage.