Acquiring Operations Support

Job Title- Acquiring Operations Support

Term- 12 months

Location- Riyadh KSA

Division- Banking & Technology

Relevant experience: 7-10 years

Mandatory requirements: Proven expertise in merchant onboarding
chargebacks and dispute management reconciliation and regulatory complaint handling (SAMA/Saudi Payments) within a bank or payments environment.

PURPOSE OF JOB
The Merchant Acquiring Operations Support role is responsible for providing end-to-end operational support to merchants across the acquiring lifecycle. The role ensures timely handling of merchant service requests disputes chargebacks refunds and regulatory complaints while maintaining compliance with local regulatory bodies such as SAMA and Saudi Payments. The position plays a critical role in delivering high service quality supporting merchant onboarding and reconciliation and coordinating with internal teams and external vendors to ensure smooth merchant operations.

TASKS
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.
  
  

Knowledge and Experience
Education

• 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.
  
  

Experience

• 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.
  
  

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.