Business Support Officer - Merchant and Agency Services (2 years experience) at Unified Payment Services Limited

Job Objective

• Provide operational and business support for merchants and agency banking partners
• Ensure smooth onboarding, issue resolution, transaction monitoring, and overall satisfaction of merchants and agents
• Support growth and compliance in line with Unified Payments' fintech strategy

Duties & Responsibilities

• Provide first-line operational support to merchants and agency partners across all payment channels
• Handle onboarding, activation, and maintenance of merchants and agents on Unified Payments' platforms
• Monitor transactions and settlement processes, escalating discrepancies or failures for prompt resolution
• Liaise with internal teams (Technology, Operations, Risk, Finance) to resolve merchant and agent complaints within agreed SLAs
• Support reconciliation activities for merchant and agency transactions
• Track, document, and analyse merchant and agent feedback to enhance service delivery
• Assist in preparing periodic performance reports, dashboards, and business reviews
• Ensure merchants and agents operate in line with regulatory guidelines, contractual obligations, and company policies
• Participate in product testing, user acceptance testing (UAT), and process improvements that affect merchant and agency services
• Maintain accurate records of all support activities, ensuring transparency and accountability

Education & Experience Requirements

• Bachelor's Degree in Finance, Banking, Economics, Business Administration, or related field
• Minimum of 2 years post-NYSC experience

Key Knowledge & Competencies

• Strong knowledge of POS operations, agency banking, digital payments, and settlement processes
• Strong analytical and problem-solving skills
• Excellent customer service skills
• Proficiency in Microsoft Excel and other reporting tools
• Ability to work well in a fast-paced, high-demand environment