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.
We are a multinational regional financial services provider that is committed to deliver complete solutions to our clients through differentiated segment offerings and an ecosystem that supports simple, fast and seamless customer experience, underpinned by cohesive and inspired workforce and relationship built with stakeholders
Headquartered and listed in Malaysia, RHB Banking Group is the longest established local bank, formed though the mergers of several banks, the oldest of which was founded in 1913. RHB Banking Group and its subsidiaries provide a full range of services ranging from retail banking, business banking, corporate and investment banking, Islamic banking, transaction banking to treasury, insurance, asset management, private equity and stockbroking services.
TOGETHER WE PROGRESS
Our strong heritage is the foundation of our commitment to continue serving the community. For over a 100 years, we have been helping people and businesses grow and succeed, and will continue to do so.
Our experience gives us an in-depth understanding of the needs of our customers and partners, inspiring us to constantly innovate and improve to serve them better. With their unending support, we have established ourselves with a strong footprint throughout Malaysia and we are now present in 9 other countries across the ASEAN region.
We hope our legacy and pursuit for excellence continues as we tirelessly cultivate and nurture the next generation through our actions and words, preparing a brighter future ahead.
We thank those who believe in us and welcome everyone to join us on our exciting journey of progress. The time has come for us to move forward in unison, to realise our greater potential together. Our new brand promise "Together We Progress” honours our past, celebrates the present and welcomes the future.
We invite you to join us as we work towards a better and brighter future for all.
