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 pre‑arbitration, pre‑compliance, arbitration, and good faith cases efficiently, ensuring accurate documentation and timely submissions. Monitor Point‑of‑Sale (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 ad‑hoc 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,…