Associate Merchant Onboarding Specialist

Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.

Job Responsibilities :

As a Merchant Onboarding Specialist for our payment gateway, you will play a vital role in ensuring the seamless integration of merchants onto our platform and providing ongoing support to optimize their payment processing experience. Your dedication to excellence, strong communication skills, and commitment to compliance will be instrumental in driving the success of our merchant onboarding function.   

 

1. Merchant Support 

• Manage and respond to merchant inquiries and requests through Freshdesk, email, chat, and other designated support channels, ensuring timely and accurate responses. 

• Provide guidance to merchants throughout the onboarding process, including application submission, documentation requirements, KYC procedures, account setup, and payment gateway configuration. 

• Monitor and follow up on pending merchant applications, documents, and onboarding requests to ensure timely completion and activation. 

• Maintain accurate records of merchant interactions, onboarding status, issues, and resolutions in Freshdesk and relevant internal systems. 

• Identify recurring merchant issues and collaborate with relevant teams to improve processes, FAQs, documentation, and overall merchant experience. 

2. Operational Support 

• Process and review merchant onboarding applications and supporting documents in accordance with internal policies, KYC requirements, and operational procedures. 

• Perform necessary checks on merchant information and documentation to ensure completeness, accuracy, and compliance with established requirements. 

• Monitor onboarding queues, pending applications, incomplete submissions, and operational exceptions, taking appropriate follow-up actions. 

• Coordinate with Underwriting, Compliance, Risk, Sales, Product, Technical Support, and other relevant teams to facilitate smooth merchant onboarding and activation. 

• Support AI and automation initiatives by identifying repetitive manual tasks and opportunities to improve onboarding efficiency, turnaround time, accuracy, and operational controls. 

3. Technical Issue Resolution 

• Provide first-line assistance for onboarding-related technical issues, including account setup, configuration, payment gateway integration, API requirements, and testing. 

• Gather relevant information and perform basic troubleshooting using available tools, resources, and documentation to assist merchants. 

• Collaborate with Technical Support, Engineering, Product, and QA teams to escalate and resolve complex technical or integration issues. 

• Follow up on escalated technical issues and provide timely updates to merchants until resolution is achieved. 

• Identify opportunities to leverage AI-enabled tools and automation to improve technical issue identification, ticket categorization, troubleshooting, and resolution processes. 

4. Collaboration and Knowledge Sharing 

• Work closely with cross-functional teams, including Sales, Account Management, Underwriting, Compliance, Risk, Product, Engineering, QA, and Operations, to resolve merchant onboarding matters. 

• Participate in team meetings, case studies, training sessions, and knowledge-sharing activities to enhance payment, onboarding, and operational knowledge. 

• Stay updated on payment industry trends, regulatory requirements, security standards, payment products, AI developments, and best practices relevant to merchant onboarding. 

• Contribute to the development and maintenance of SOPs, work instructions, FAQs, knowledge bases, and merchant-facing documentation, including AI-assisted knowledge resources where applicable. 

• Collaborate with relevant stakeholders to identify, test, implement, and continuously improve AI and automation solutions that enhance onboarding, merchant support, and operational efficiency.

Pre-Requisites :

• Bachelor's degree in Business, Finance, Information Technology, or related field preferred; Diploma holders with relevant experience will also be considered.   
• Minimum of 1-2 years of experience in merchant operations, payment processing, or related fields, with a proven track record of success.   
• Thorough understanding of payment industry regulations such as PCI-DSS, with demonstrated experience implementing compliance measures.   
• Strong analytical skills and proficiency in data analysis tools and techniques, with the ability to derive actionable insights from complex data sets.   
• Excellent communication, interpersonal, and negotiation skills to effectively engage with stakeholders at all levels of the organization.   
• Proven ability to work collaboratively in teams and contribute positively to team dynamics, fostering a culture of collaboration and innovation.   
• Meticulous attention to detail with a relentless focus on improving operational processes and driving continuous improvement.   
• Ability to thrive in a dynamic, rapidly evolving industry, with the flexibility to adapt quickly to changes in technology, regulations, and market conditions.   
• Capacity to work both independently and collaboratively in a dynamic environment, demonstrating initiative and resourcefulness.   
• Willingness to work in I-City and ability to commute as needed to fulfill job responsibilities.

Razer is proud to be an Equal Opportunity Employer. We believe that diverse teams drive better ideas, better products, and a stronger culture. We are committed to providing an inclusive, respectful, and fair workplace for every employee across all the countries we operate in. We do not discriminate on the basis of race, ethnicity, colour, nationality, ancestry, religion, age, sex, sexual orientation, gender identity or expression, disability, marital status, or any other characteristic protected under local laws. Where needed, we provide reasonable accommodations - including for disability or religious practices - to ensure every team member can perform and contribute at their best.

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