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.

Merchant Relations Officer (PSP/ Fintech/Remittance/Payment Gateways)