Merchant Banking Operations Specialist

📋 Description

• Own end-to-end handling of merchant Direct Debit failures; triage, root-cause analysis, retries, merchant comms, and escalations per SOPs.
• Manage Bank fails queues and repayments; prepare weekly eligibility lists and initiate/confirm repayments.
• Set up Merchant Payment Arrangements; net-off balances and ensure ledger accuracy and audit trail.
• Review and action Self-serve Bank Change requests; verify manual bank detail changes with approvals and controls.
• Process ZDO refunds for terminated merchants; validate eligibility and return-to-source requirements before payout.
• Partner with Treasury on shared workflows; contribute to automation and readiness activities where in scope.

🎯 Requirements

• Experience in payments operations, merchant banking, treasury operations, or financial operations within a fintech environment; exposure to direct debit exception management and reconciliations.
• Proficiency with Zendesk, Salesforce, Admin Portal, spreadsheet workflows, and file handling (SFTP); strong documentation hygiene and audit practices.
• Excellent written and verbal communication; able to translate complex banking issues into clear merchant updates and internal notes.
• Detail-oriented with ownership, prioritization, and SLA discipline across multiple queues and time zones.
• Comfort collaborating with Finance/Treasury, Risk, Legal/Compliance, and Merchant Experience stakeholders on time-bound workflows and control sign-offs.

🎁 Benefits

• Remote work options
• Medical insurance
• Flexible time off
• Retirement savings plans
• Family planning support