Relationship Officer

Job Description

Designation: Relationship Officer
Department: Business Development / Merchant Relations
Company: Jaikalki Technology Private Limited
Business Segment: Payment Orchestration, Merchant Acquisition & Support
Location: On-site (Mira Road)
Reporting To: Business Head

1. Role Overview

The Relationship Officer will serve as the primary point of contact for merchants using Jaikalki’s payment orchestration platform. This role focuses on merchant onboarding, relationship management, transaction monitoring, and ensuring a seamless experience across all integrated payment channels. The incumbent will actively contribute to the growth of merchant portfolios while maintaining strong compliance and service standards.

2. Key Responsibilities

A. Merchant Acquisition & Onboarding

• Engage with potential merchants, understand their payment flow requirements, and explain Jaikalki’s payment orchestration capabilities.
• Coordinate documentation, KYC collection, and verification aligned with company policies and regulatory norms.
• Facilitate API integration support by coordinating with the technical team and merchant IT teams.
• Ensure smooth activation, wallet setup (if applicable), and settlement configuration.

B. Merchant Relationship Management

• Serve as a single point of contact for all merchant queries related to transactions, settlements, disputes, and technical issues.
• Build strong and long-term business relationships to enhance merchant satisfaction and retention.
• Conduct periodic performance reviews with merchants and identify cross-sell/upsell opportunities (e.g., BBPS, AEPS, UPI, PAN Verification, Email API, WhatsApp API, etc.).

C. Transaction Monitoring & Operational Support

• Monitor daily merchant transactions, settlement cycles, chargeback trends, and unusual activity.
• Coordinate with the risk team for transaction-level red flags and assist in fraud prevention measures.
• Ensure timely resolution of merchant issues by collaborating with internal teams (tech, compliance, finance).

D. Compliance & Documentation

• Ensure merchants comply with Jaikalki policies, RBI guidelines, payment aggregator norms, and risk assessment standards.
• Maintain updated records of merchant agreements, KYC documents, API integration status, and transaction history.
• Assist in periodic audits, risk reviews, and compliance reporting.

E. Business Growth

• Identify opportunities to add value to merchants through new services, additional payment modes, or technology upgrades.
• Achieve monthly onboarding and revenue targets set by management.

3. Required Skills & Competencies

• Strong communication and interpersonal skills.
• Understanding of digital payments, UPI, PG routing, settlements, and reconciliation.
• Basic technical knowledge of APIs, webhooks, and payment integrations.
• Problem-solving capability with a customer-centric approach.
• Ability to handle high-volume merchant support and multitasking.
• Attention to detail and compliance orientation.

4. Qualification Requirements

• Bachelor’s degree in Commerce, Business Administration, IT field.
• 1–3 years of experience in fintech, payment gateway, or BFSI domain preferred.
• Freshers with strong communication skills and interest in fintech can apply.

5. Key Performance Indicators (KPIs)

• Merchant onboarding turnaround time.
• Active merchant count and transaction volume growth.
• Response and resolution time for merchant queries.
• Retention rate and merchant satisfaction score.
• Compliance adherence and error-free documentation.

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person