Job Description

The Executive, Merchant Acquiring Services (Back Office Support) is responsible for providing end-to-end administrative and operational support for merchant onboarding, documentation verification, system configuration, and daily merchant operations. This role serves as the critical link between Merchant Recruitment Agents (MRAs), Business Process Outsourcing (BPO) teams, and internal MST units to ensure seamless merchant activation and ongoing support.

Merchant Onboarding & Documentation 

• Collect, review, and validate all merchant application documents (MSRF – Merchant Service Request Forms, 1st level due diligence, merchant application registration, merchant outlet creation, etc.)
• Ensure completeness and compliance with internal policies and regulatory requirements (BNM guidelines, PCI-DSS, etc.)
• Liaise with MRAs to obtain missing or incomplete documentation, as well as inquiries raised by them.
• Maintain an accurate and organized digital records of all merchant files
• Prepare and submit merchant onboarding packages for approval within SLA

System Configuration & Setup 

• Assist MRA with set up services that merchant wanted to on board with, e.g. Arema Retail, Split Settlement services, etc
• Verify merchant parameters: MCC codes, pricing plans, settlement periodicity, terminal types
• Coordinate with IT and product teams for specialized merchant setups (e.g., e-commerce, retail chain, different categories/types of vending machines)

Daily Operations & Support

• Monitor and process merchant requests for terminal purchases, replacements, or upgrades
• Handle merchant change requests: business details, pricing, settlement accounts
• Respond to merchant and MRA inquiries regarding onboarding status, technical issues, or documentation
• Escalate unresolved issues to senior staff or technical teams with clear documentation

Coordination & Reporting

• Act as primary point of contact between MRAs, BPO, and internal MST units
• Participate in process improvement initiatives to streamline back-office workflows
• Support automation projects by documenting current processes and testing new systems
• Assist in training new joiners or interns on back-office procedures

Job Requirements

Education & Experience

• Diploma, or Bachelor’s degree in Business Administration, Finance, Banking, or related field
• 0–2 years of experience in back-office, operations, or administrative support roles
• Fresh graduates are encouraged to apply
• Internship positions available 
• Exposure to payment systems, fintech, or banking operations is a plus
• Proficiency in English and Bahasa Malaysia, able to speak Chinese will be an added advantage

Technical Skills

• Proficient in Microsoft Office Suite (Excel, Word, Outlook)
• Ability to learn internal systems (Cardworks, JIRA, Confluence, document management)
• Basic ecosystems (terminals, gateways, QR payments)
• Familiarity with compliance and understanding of payment KYC requirements is advantageous

Soft Skills

• Strong organizational and time management abilities
• Excellent communication skills (written and verbal)
• Detail-oriented with high accuracy in documentation
• Ability to multitask and work under tight deadlines
• Collaborative mindset with strong interpersonal skills
• Problem-solving aptitude and proactive attitude

Skills