Title : Associate-Merchant Operations
Location : Remote
Duration : 6 months
Job Purpose
The Merchant Operations Associate is responsible for ensuring accurate and timely data input for merchant setup and maintenance within the system. The role involves preparing daily financial entries related to merchant payments, refunds, recoveries, and settlements, as well as performing reconciliations for various GL accounts. The position also ensures timely tracking and updating of operational reports and handles merchant-related queries to support smooth operational functioning.
Key Responsibilities / Key Result Areas
Merchant Setup & Maintenance
- Process merchant setup requests with accuracy as per approved merchant setup forms.
- Execute merchant maintenance activities based on requests received from Relationship Managers (RMs) and merchants.
- Track and reprocess rejected transactions in a timely manner.
Financial Operations
Prepare daily financial vouchers for merchant settlements.Process fee reversals, debit / credit adjustments, and other financial entries accurately and within defined timelines.Update and maintain financial records in compliance with bank policies and regulatory guidelines.Prepare incentives for merchants and Relationship Managers.Reconciliation & Reporting
Perform daily reconciliation of merchant payments, receivables, and payables.Maintain and update daily tracking files and operational reports.Ensure proper MIS reporting and analysis for management review.Query Handling
Manage and respond to merchant queries promptly and professionally.Provide value-added support and advice to business units and related stakeholders to ensure timely resolution of operational issues.Operating Environment, Framework & Working Relationships
Liaise with card networks (Visa, MasterCard), vendors, service providers, and industry associations regarding transaction processing issues and exception handling.Coordinate with internal teams—including Business Units, FRMU, Disputes, and MSU—on settlement-related matters.Operate within established bank policies, regulatory guidelines, and operational frameworks.Problem Solving
Identify, escalate, and resolve issues related to merchant setup, settlement, reconciliation, and transaction exceptions.Provide analytical insights and recommendations to support business units and improve operational processes.Ensure timely troubleshooting of problems to maintain seamless merchant operations.Decision-Making Authority
Make operational decisions within defined authority limits and based on experience.Exercise judgment in resolving merchant and settlement-related issues in line with established policies and procedures.Knowledge, Skills & Experience
Good understanding of general banking operations with hands-on experience in merchant acquiring functions, including merchant setup, maintenance, and payments.1–3 years of experience in the cards domain or multi-discipline banking environment.Strong knowledge of acquiring systems and related processes.Proficiency in MS Office applications, with strong MIS and data analysis skills.Excellent communication skills (both written and verbal) and strong interpersonal abilities.Strong analytical and problem-solving skills with attention to detail.Behavioral Competencies
Customer-focused mindsetTeam collaborationAttention to accuracy and detailTime management and ability to work under pressureProactive approach to problem-solvingProfessional communication and stakeholder management