Business Development Merchant officer

The Officer – Business Development Merchant plays a key role in onboarding and managing clients for financial Services. The role is responsible for engaging with walk-in clients, conducting outhouse sessions, and ensuring a high standard of customer service, training, and support. The position focuses on developing and retaining client relationships, addressing customer inquiries and complaints, and upholding the brand values of the company.

Key Responsibilities

Business Development & Sales

• Engage with channel representatives to generate leads, conduct cold calls, and schedule appointments.

• Promote and upsell financial services and solutions to prospective clients.

• Support retention strategies by identifying upselling and cross-selling opportunities.

Client Onboarding & Education

• Conduct training sessions to onboard new clients and provide refresher training as needed.

• Deliver clear product knowledge and service demonstrations to ensure customer understanding.

Customer Service & Relationship Management

• Address and resolve customer inquiries, complaints, or escalations promptly.

• Build strong client relationships by ensuring a friendly and efficient customer experience.

• Collect customer feedback and escalate insights to management for continuous improvement.

Compliance & Reporting

• Ensure full compliance with company policies, procedures, and privacy regulations.

• Maintain accurate records and logs of customer interactions, issues, and resolutions.

• Prepare and submit daily, weekly, and monthly reports highlighting customer trends and operational data.

Operational Excellence

• Meet or exceed Key Performance Indicators (KPIs) in line with quality standards.

• Participate in identifying best practices and tools to improve processes and enhance operational efficiency.

• Monitor and follow up on pending cases and technical issues to ensure timely resolution.

Qualifications

• Bachelor’s degree in any discipline.

• Minimum of 3 years’ experience in customer service, preferably in fintech, digital wallets, or banking.

• Multilingual capabilities are preferred; bilingual communication skills are essential.

• Strong passion for financial technology and innovation.

• Excellent interpersonal, communication, and presentation skills.

• Ability to work in a team-oriented, dynamic environment.

• Flexibility to work in shifts based on business requirements.

• Customer-centric approach with a proactive problem-solving attitude.