About The Role
We are seeking a highly motivated
Specialist, Merchant Success to support and enhance the experience of our RHB Pay merchants. In this role, you will serve as the key technical and operational support partner to merchants, ensuring seamless payment processing, system integration, and platform utilization. You will collaborate closely with Product, IT, Operations, and Finance teams to resolve complex issues, improve service delivery, and drive merchant satisfaction while ensuring regulatory compliance.
What You Will Be Doing
Client Service (L3) Support
- Provide advanced technical support for RHB Pay merchants, resolving complex issues related to payment processing, API integration, terminal connectivity, and system functionality
- Investigate and troubleshoot escalated cases from L1/L2 support teams, perform root cause analysis, and implement preventive solutions
- Collaborate with Product and IT teams to identify system bugs, recommend enhancements, and validate fixes through testing and merchant feedback
- Develop and maintain technical knowledge base articles, troubleshooting guides, and internal documentation to strengthen L1/L2 capabilities
Merchant Onboarding & Training
- Lead end-to-end merchant onboarding, including account setup, system configuration, integration testing, and go-live activation
- Conduct technical training sessions on RHB Pay features, payment flows, reporting tools, and best practices
- Prepare onboarding materials, user guides, and FAQs to streamline merchant adoption and reduce support dependency
RHB Pay Support Management
- Manage inbound merchant enquiries regarding product features, pricing, transaction status, and account management
- Coordinate with internal teams (Operations, Product, Finance, IT) to ensure timely resolution of merchant requests
- Identify recurring merchant pain points and escalate systemic issues for platform improvement
- Act as liaison between merchants and internal stakeholders to ensure effective communication and issue resolution
- Escalate critical incidents or service outages and coordinate response efforts with timely merchant updates
- Participate in merchant feedback sessions and support reviews to drive continuous service enhancement
Regulatory Compliance & Risk Management
- Ensure products and solutions comply with regulatory requirements, including guidelines set by Bank Negara Malaysia (BNM) and PayNet
- Stay updated on evolving industry regulations and ensure processes are aligned with compliance standards
What We're Looking For
- 2–5 years of experience in merchant support, payment operations, fintech, or technical customer support
- Strong technical troubleshooting skills, particularly in API integration, payment gateways, and system configurations
- Experience handling escalations and performing root cause analysis
- Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders
- Strong stakeholder management and cross-functional collaboration skills
- Detail-oriented, proactive, and customer-centric mindset
- Familiarity with regulatory requirements related to payments and financial services in Malaysia is an added advantage
What We Offer
At RHB Banking Group, we are committed to fostering a collaborative and inclusive work environment that empowers our employees to reach their full potential. We offer competitive remuneration, comprehensive benefits, and ample opportunities for professional development and career growth. If you're ready to be part of our digital payments growth journey, we encourage you to apply now.
