Job Description

Roles & Responsibilities

Core Responsibilities and Accountabilities:

• Ensure merchant queries, complaints, claims, chargebacks, refunds, and service requests are acknowledged, processed, and resolved within agreed Turnaround Times (TATs).
• Handle new merchant onboarding requests, ensuring all operational requirements and documentation are completed accurately and in a timely manner.
• Manage and ensure prompt response and closure of all SAMA and Saudi Payments related complaints in line with regulatory guidelines.
• Assist merchants with payment reconciliation, settlement issues, and transaction discrepancies.
• Coordinate with Card Operations to process merchant payment disputes, claims, and chargebacks within stipulated scheme timelines.
• Manage and respond to prearbitration, precompliance, arbitration, and good faith cases efficiently, ensuring accurate documentation and timely submissions.
• Monitor PointofSale (POS) device stock levels and escalate shortages or concerns to the line manager.
• Collaborate with digital merchant acquiring vendors to effectively address and resolve merchant service requests.
• Monitor merchant service utilization and proactively identify issues, trends, or corrective actions required to improve service performance.
• Report system or technical issues to IT and/or Operations teams and follow through until resolution.
• Support assigned projects, operational initiatives, and adhoc tasks related to merchant acquiring operations.

Skills and Competencies

• Strong knowledge of merchant acquiring processes, card payment flows, settlement, reconciliation, and dispute management.
• In-depth understanding of card scheme rules, dispute timelines, and regulatory compliance requirements.
• Excellent analytical and problemsolving skills with strong attention to detail and accuracy.
• Ability to manage high volumes of service requests while meeting strict SLAs and TATs.
• Strong stakeholder management and communication skills, with the ability to interact confidently with merchants, regulators, and internal teams.
• High level of ownership, accountability, and ability to work independently with minimal supervision.
• Proficiency in MS Office tools (Excel, PowerPoint, Word) and operational tracking or case management systems.
• Ability to prioritize tasks effectively in a fastpaced, regulatorydriven environment

Desired Candidate Profile

Bachelors degree in business administration, Finance, Accounting, Banking, Information Systems, or related discipline.

• Relevant training or certification related to payments operations, merchant acquiring, or regulatory compliance is an advantage.
• Minimum 7 - 10 years of experience in merchant acquiring operations, payments operations, card operations, or merchant support within a bank, fintech, or payments service provider.
• Strong hands-on experience managing merchant onboarding, service requests, chargebacks, disputes, refunds, and reconciliations.
• Proven experience handling end-to-end dispute lifecycle, including prearbitration, precompliance, arbitration, and good faith cases, in line with card scheme rules.
• Experience coordinating with Card Operations, IT, Operations, Compliance, and external acquiring or digital payment vendors.
• Exposure to monitoring merchant performance, service utilization, and operational SLAs, with the ability to drive corrective actions.
• Experience supporting operational projects, process improvements, or regulatory initiatives related to merchant acquiring.