Client and Merchant Services Officer

Role Overview

• Support the setup, documentation, and continuous improvement of CMS processes, including customer information updates, account-level maintenance, merchant due diligence, and complaint handling
• Ensure all required documents from merchants are properly collected, validated, and compliant with due diligence requirements prior to onboarding
• Manage customer servicing activities such as account updates, certification of loan full payment, and handling of customer requests and inquiries
• Execute and monitor SMS/email mass communications to customers when required
• Handle customer complaints and ensure timely and proper resolution in coordination with relevant stakeholders
• Ensure strict implementation of maker-checker controls and proper segregation of duties
• Ensure all transactions and approvals are within delegated authority
• Maintain audit readiness by ensuring proper documentation, record keeping, and adherence to retention policies
• Assist in combatting money laundering by ensuring all required AML/KYC processes are followed
• Ensure compliance with regulatory requirements (SEC, BSP, AMLC) and internal policies and procedures
• Monitor completion of tasks within agreed turnaround times and ensure service level standards are met
• Regularly review and update documented processes to reflect current practices and controls
• Identify process and system improvement opportunities while ensuring appropriate controls are maintained
• Initiate and support projects aimed at improving team efficiency and overall operations
• Participate in cross-functional initiatives within the Back Office and collaborate with stakeholders to assess operational impact
• Work closely with internal stakeholders to gather requirements, resolve issues, and align on process improvements
• Act as reliever within the team or Back Office when required, ensuring continuity of operations without compromising controls
• Promptly identify and escalate issues, providing recommended solutions to immediate supervisors
• Perform additional tasks and responsibilities as assigned, supporting broader Back Office operations

Requirements

• Bachelor’s degree in Banking, Finance, or any related business field
• At least 3 years of experience in a financial institution, preferably in customer servicing, account maintenance, or merchant operations
• Strong knowledge of KYC procedures, customer data management, and account maintenance processes
• Experience in merchant/partner/vendor onboarding and management
• Familiarity with debit cards, SOA, and bank notice handling is an advantage
• Solid understanding of regulatory requirements and compliance standards
• Ability to work effectively with high transaction volumes under time constraints
• Strong attention to detail, organizational, and problem-solving skills
• Good communication and interpersonal skills, with the ability to work across teams
• Ability to work independently and manage multiple tasks in a fast-paced environment
• Proactive, results-oriented mindset with a focus on continuous improvement

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development