job description
Join Forest One Network Enterprise as a Merchant Operations Specialist and play a pivotal role in driving the growth of our digital payment ecosystem in Bali’s thriving e-commerce and fintech landscape. This is a unique opportunity to work with a dynamic team, supporting merchant onboarding, account management, and operational excellence while advancing your career in a fast-paced, innovative environment.
Based in the vibrant hub of Kuta, Badung, you’ll collaborate with cross-functional teams to streamline merchant integration, resolve operational challenges, and enhance the merchant experience. Your contributions will directly impact the scalability and efficiency of our payment solutions, empowering businesses across Bali to thrive in the digital economy.
We offer a competitive salary, professional development opportunities, and the chance to work in one of Southeast Asia’s most exciting markets. If you’re passionate about fintech, merchant services, and operational optimization, we’d love to hear from you!
Responsibility
- Manage end-to-end merchant onboarding, including KYC verification, document collection, and compliance checks to ensure seamless integration into our payment platform.
- Monitor and maintain merchant accounts, addressing inquiries, resolving disputes, and ensuring high levels of satisfaction and retention.
- Collaborate with sales, product, and technical teams to optimize operational workflows and improve merchant experience.
- Analyze merchant performance data to identify trends, risks, and opportunities for process improvements and revenue growth.
- Develop and implement training materials and guides to educate merchants on platform features, best practices, and compliance requirements.
- Troubleshoot and resolve technical or operational issues for merchants, escalating complex cases to the appropriate teams when necessary.
- Stay updated on industry regulations, payment trends, and competitive landscapes to ensure our services remain cutting-edge.
- Contribute to scalability initiatives by automating manual processes and enhancing system efficiencies.
Qualifications
- Bachelor’s degree in Business, Finance, Economics, or a related field; or equivalent work experience in merchant operations, fintech, or e-commerce.
- Minimum 2 years of experience in merchant services, account management, or customer operations within the digital payments or financial services sector.
- Strong understanding of payment processing, KYC/AML compliance, and merchant lifecycle management.
- Excellent communication and interpersonal skills, with the ability to build trust and manage relationships with diverse stakeholders.
- Proven problem-solving and analytical skills, with a data-driven approach to decision-making.
- Proficiency in CRM tools, Excel, and data analysis software; familiarity with payment gateways or fintech platforms is a plus.
- Ability to work in a fast-paced, deadline-driven environment with a high degree of autonomy and accountability.
- Fluency in English (written and verbal); knowledge of Bahasa Indonesia is advantageous.