Business Support Officer - Merchant and Agency Services (7 years experience) at Unified Payment Services Limited

Job Summary

Unified Payment Services Limited seeks a dedicated Business Support Officer to drive operational efficiency, business analysis, and performance optimization within our merchant and agency ecosystem. This role ensures prompt resolution of merchant and agent issues, supports business growth initiatives, and provides data-driven insights to enhance service delivery, customer satisfaction, and transaction performance. You will oversee smooth onboarding, issue resolution, transaction monitoring, and overall satisfaction of merchants and agents while supporting growth and compliance in line with our fintech strategy.

Key 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 analyze 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

Requirements

Education: Bachelor's Degree in Finance, Banking, Economics, Business Administration, or related field

Experience: Minimum of 7 years post-NYSC experience

Key Competencies

• Strong knowledge of POS operations
• Agency banking expertise