Provide phone, chat and email support to retail partners and internal stakeholders across Australia and New Zealand.
Respond to inbound and outbound sales finance enquiries in a high‑volume environment.
Support merchants with operational and technical enquiries, including portal access, voucher processing, reversals, plan changes and credit balance enquiries.
Support complex merchant settlement activities, including investigating missing or rejected payments, processing manual account adjustments and resolving settlement discrepancies in line with controls.
Partner with Back Office and internal teams to resolve complex or escalated merchant issues and complaints.
Support Retail Account Managers, B2B Field Teams and Program Leaders with escalated enquiries.
Work across multiple systems including SMP, Vision, CardPac and Activate to resolve enquiries.