Supervisor, Technical Support, Merchant Services

Position Overview:

The Supervisor, Technical Support, Merchant Services is responsible for overseeing the Merchant Technical Support Team to ensure the efficient completion of the merchant onboarding process and ongoing technical operations. The incumbent monitors key platforms to maintain compliance with card association requirements, ensures service quality across all merchant interactions, and provides value-added referrals to support business growth within the Merchant Relationship Team. 

Key Responsibilities:

• Supervise the Merchant Technical Support Team and coordinate site visits and maintenance checks. 
• Ensure timely completion of merchant onboarding and terminal installations.
• Verify setup fees and deposits before device or e-commerce activation. 
• Monitor Mastercard Connect and WebSuite for compliance and fraud control.
• Liaise with merchants to resolve technical, compliance, and transaction issues.
• Review and approve daily settlement file uploads (AMEX & EPX). 
• Conduct quality checks and provide guidance to Technical Support Officers.
• Maintain accurate POS device inventory and manage replacements or disposals.
• Prepare regular technical and performance reports for management. 
• Support walk-in clients and provide technical specifications for POS and e-commerce.
• Collaborate with internal teams to resolve service requests efficiently. 
• Provide quality referrals to support new merchant acquisitions. 
• Recommend process improvements and system upgrades. 
• Assist with market research and data analysis for strategic initiatives. 
• Ensure compliance with AML, KYC, and risk management standards. 

Minimum Qualifications & Experience:

• Associate’s Degree or Institute of Financial Services Certificate, with two (2) to three (3) years of banking experience in a related area. 
• In-depth knowledge of Bank services, policies, and procedures specific to the assigned area.
• Strong supervisory skills. 
• Strong analytical skills. 
• Sound knowledge of relevant banking regulations, including AML and suspicious transaction reporting requirements. 
• Excellent verbal and written communication skills. 
• Proficiency in computer applications, including the Bank’s core banking systems, Microsoft Office.
• Strong teamwork skills with the ability to collaborate effectively across departments.
• Competence in operating standard banking office equipment, including printers, copiers, and other tools used in daily operations. 
• Strong numerical and reasoning skills applicable to assigned functions. 
• Ability to work independently and as part of a team. 

Why Join Us?

• Be part of a high-performing team that values innovation and excellence. 
• Competitive salary, performance-based incentives, medical insurance (including life, dental, and vision), and a robust pension plan. 
• Be part of a team that values your expertise and invests in your success!