Senior Executive, Merchant Support & Account Management

Talent Acquisition - Boost eWallet | ex-TNG eWallet

This role focuses on providing high-quality support and account management to in-store merchants using physical payment terminals. It covers query resolution, terminal service performance, settlement-related issues, and account engagement. The incumbent monitors system reliability and coordinates with terminal / acquirer vendors. Act as the go-to person for post-onboarding merchant issues related to in-store (POS) terminals. Troubleshoot and resolve issues such as terminal login problems, transaction failures, reconciliation discrepancies, or settlement delays. Liaise with terminal vendors and acquiring banks (e.g., FIU, MyDebit) to resolve technical escalations or terminal provisioning / configuration requests. Monitor daily merchant transaction volume and terminal health to detect early signs of degradation or performance drops. Support refund or transaction adjustment requests beyond the void window. Assist in reviewing reconciliation mismatches or anomalies flagged by internal finance or merchants. Maintain and update internal support documentation, standard processes, and SOPs for merchant servicing. Actively engage assigned accounts or partners to gather feedback and strengthen merchant experience. Prepare periodic reports on terminal uptime, issue categories, and resolution trends. Provide functional guidance to executives under the team if / when the team expands. Assign tasks, monitor workloads, and conduct reviews of performance and SLA compliance. Job Requirements : Minimum 5 years of experience in payment terminal support, merchant operations, or acquirer engagement. Familiar with POS terminal environments, settlement processes, and acquirer systems. Prior experience in handling refund flows, chargeback queries, or transaction monitoring tools. Excellent communication and escalation handling skills.

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