The Relationship Manager (RM) plays a crucial role in managing the relationship with merchants.
The role involves collaboration with various departments, including Operation, Finance, and IT, to
deliver a seamless experience for merchants.
Job Responsibilities
Sales & Reseller Recruitment
Direct Merchant Acquisition: Pitch, negotiate, and sign up merchants directly to meet personal
sales and transaction volume targets.
Reseller Network Expansion: Scout, recruit, and onboard independent resellers, sales agents,
and channel partners to multiply market reach.
Drive Sales Execution: Manage and motivate your reseller network to consistently deliver on
their merchant sign-up and volume KPIs.
Relationship Management & Portfolio Growth
Maintain strong, trusted relationships with merchants, resellers and partners to prevent churn.
Build and maintain strong relationships with key merchants and partner banks, ensuring
satisfaction and loyalty.
Portfolio Growth, Product Promotion and Upselling
Assist in cross-selling and upselling other products and services to Merchants.
Encourage merchants to sign up for additional products and services
Support, Coordination and Training
Provide adept support, resolve merchant and bank inquiries, and ensure swift solutions to
arising issues for a smooth merchant experience.
Collaborate with internal and external stakeholders for terminal applications, tag-on processes,
and problem resolution - including terminal problems, payment discrepancies, double charges,
account changes, statement concerns, relocation, MDR revisions, and monthly statement
requests.
Provide training to merchants and reseller, ensuring they are well-versed in using terminals and
understanding new product offerings.
Handle termination requests from merchants, conduct site visits for uncontactable merchants,
and collect outstanding payments and associated charges. Request supporting documents as
needed.
Check, provide invoices, and collect merchant maintenance fees and profit-sharing amounts.
Ad hoc Tasks and Continuous Learning
Execute special strategic projects, market analysis, and other tasks assigned by management.
Stay informed about the latest industry trends through continuous training.
