Merchant Servicing Specialist

Job description

About the role This role provides cross‑skilled operational merchant support to Australian and New Zealand retail partners and internal stakeholders, including Retail Account Managers, B2B Field Teams and Program Leaders. You’ll manage sales finance enquiries and operational issues across phone, chat and email channels in a high‑volume environment. Working closely with teams across Originations Operations, Back Office and Partnerships, you’ll support timely and compliant resolution of enquiries, including merchant settlement activities. The role operates on a 7‑day rotating roster within defined operating hours, with onshore team members working a Monday–Friday rotation including some public holidays. Responsibilities: - Provide phone, chat and email support to retail partners and internal stakeholders across Australia and New Zealand. - Respond to inbound and outbound sales finance enquiries in a high‑volume environment. - Support merchants with operational and technical enquiries, including portal access, voucher processing, reversals, plan changes and credit balance enquiries. - Support complex merchant settlement activities, including investigating missing or rejected payments,...