Manager Merchant Support at CRDB Bank January, 2023

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JOB REPORTING TO: Senior Manager Acquiring Business



Provide support to merchant sales team and after sales support ensuring delivery of quality service while enhancing customer experience through Point-of-Sale devices, QR codes and e-commerce business.



  • Support the Merchant sales team to process POS transaction deposits and revenue
  • Providing service support to the sales team by ensuring all POS terminal, QR codes functionalities, and e-commerce requests are promptly actioned
  • To provide after-sales support to merchants including resolve customer queries received from the sales team, merchants, and branches within specified SLA
  • To manage to acquire consumables availability and distribution to Merchants
  • To lead the team in various projects related to Card business Channels
  • Coordinating Merchant vetting process and verification of Merchant supporting documents to ensure compliance to CRDB, BOT and card schemes operating standards and policy.
  • To liaise with branch and channel support on Merchant account opening
  • To liaise with branch and channel support on daily reconciliation of POS transactions
  • To identify, profile and report operational risk incidents related to merchant business activities
  • To pursue continued improvement in personal development by participating in the development programs and training



  • University Degree/Advanced Diploma in Business Administration, Banking, or Information Technology
  • A minimum of five years of experience in Card operations and POS device operations
  • Business understanding of Banking operations, card products, customer service and merchant acquisition procedures and analytics
  • Building Positive Working Relationships, Coaching, excellent Communication, Contributing to Team Success, Customer Focus, Formal Presentation, Planning & Organization.
  • Business understanding of Banking operations and risk Management
  • Computer literate
  • Teamwork and Time Management


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