Merchant Services Executive / Merchant Acquisition Executive / Merchant Success Specialist

Role Description

Support merchant growth and effective use of payment or commerce services through acquisition, onboarding, and ongoing relationship support. Understand merchant needs, coordinate suitable solutions, and work with internal teams to resolve issues and improve merchant outcomes.

Key Responsibilities

• Understand merchants business models, transaction needs, sales channels, and operational requirements.
• Explain service features, pricing, settlement arrangements, and relevant terms accurately.
• Coordinate onboarding documents, verification, approvals, and account setup.
• Work with risk, compliance, technical, and operations teams to address onboarding requirements.
• Support service activation, integrations, training, and initial transactions.
• Maintain accurate merchant records, activity updates, and outstanding action trackers.
• Resolve routine enquiries and coordinate complex payment, settlement, or technical issues.
• Monitor activation, usage, transaction performance, satisfaction, and retention where relevant.
• Identify opportunities for suitable additional services or account expansion.
• Gather merchant feedback and recommend improvements.
• Escalate suspicious activity, complaints, and control exceptions through established procedures.
• Protect sensitive business and payment information.

Role-Specific Responsibilities

• Merchant Services Executive: Coordinate merchant enquiries, account maintenance, operational requests, and service issue resolution.
• Merchant Acquisition Executive: Prospect and qualify merchants, present proposals, negotiate within authority, and coordinate applications through approval and activation.
• Merchant Success Specialist: Guide onboarding and adoption, conduct performance reviews, and address barriers to effective service use and retention.

Qualifications

• Relevant experience in merchant services, payments, sales, customer success, account support, or a related field.
• Understanding of payment processing, transaction lifecycles, and merchant service fundamentals.
• Strong communication, relationship-building, and problem-solving skills.
• Ability to explain commercial terms and operational processes clearly.
• Good organizational skills and attention to detail.
• Familiarity with CRM, ticketing, or merchant management systems.
• Ability to coordinate across teams and manage time-sensitive requests.
• Sound commercial judgment, professional integrity, and discretion.
• A diploma or degree in business, finance, marketing, technology, or a related field, or equivalent practical experience.
• Merchant Acquisition Executive: Ability to generate opportunities and work toward acquisition and activation targets.
• Merchant Success Specialist: Experience supporting adoption, ongoing engagement, or customer retention.

Preferred Qualifications

• Experience with payment terminals, online gateways, e-commerce platforms, or point-of-sale integrations.
• Familiarity with refunds, disputes, chargebacks, and settlement reconciliation.
• Exposure to merchant due diligence and fraud risk escalation.
• Relevant industry knowledge and understanding of target merchant segments.
• Experience using performance data to improve merchant engagement and service delivery.
• Additional language skills relevant to the merchant base.

Scope by Role

• Merchant Services Executive: Focuses on reliable day-to-day merchant support.
• Merchant Acquisition Executive: Focuses on acquiring suitable merchants and progressing them to activation.
• Merchant Success Specialist: Focuses on sustained adoption, service value, satisfaction, and retention.