mx51

• Serve as the primary product point of contact for a portfolio of bank and acquirer tenants, running regular cadences to surface issues, share updates, and deepen platform utilisation. Manage escalations with urgency and clear communication. • Engage tenants to uncover and document product requirements, translating real-world pain points into structured briefs. Lead workshops, write user stories and acceptance criteria, and champion tenant needs internally to influence backlog prioritisation. • Develop deep knowledge of the mx51 platform - configuration options, integration patterns, and acquirer-specific capabilities. Be the go-to resource for tenants and internal teams on how products work and how to get the most from them. • Own tenant-facing documentation including user guides, feature overviews, and configuration references. Manage release note distribution, contextualising technical changes so tenants always know what's changing and what action is required. • Contribute to RFI/RFP responses, support tenant sales teams during client pitches, and identify opportunities where expanded product usage can unlock value for tenants and mx51. • Act as product SME during tenant onboarding, UAT, and go-live activities. Document gaps between deployment expectations and platform capabilities, feeding insights back into the product process.

• Review and evaluate new merchant applications for risk exposure, including credit risk, fraud potential, and regulatory compliance • Conduct due diligence & enhanced due diligence on merchants, including business verification, ownership structure, and industry risk classification based on regulatory requirements • Monitor existing merchant portfolios for unusual transaction patterns, chargeback trends, and signs of fraudulent activity • Analyze transaction data to detect fraud, illegal activities, money laundering indicators, or violations • Investigate and resolve chargeback disputes, fraud claims, and suspicious activity reports • Prepare risk reports and escalate high-risk cases to senior management to make informed onboarding decisions • Collaborate with internal and external stakeholders to resolve issues related to the merchant • Stay current on regulation changes, card scheme rules (Visa, Mastercard) and industry best practices • Driving process efficiency through an agile approach and strategic AI implementation • Submit SMR with relevant regulators

• Demonstrate a strong commitment to being “Customer Obsessed”, with a strong focus on quality of communication and feedback provided on calls. • Handle incoming and outgoing calls, create, manage, follow-up and resolve support requests via ticket-based CRM (Zendesk) with a high level of attention to detail whilst providing clients with regular progress updates. • Resolve customer product or service problems through troubleshooting technical issues, determining the root cause of the problem and selecting, explaining & applying the best solution to the problem. • Identify patterns & trends for merchant issues as well as attempting to replicate and complete testing to resolve said issue. • Manage the escalation process where required to better service merchants. • Contribute towards merchant servicing documentation, both creation and maintenance. • Manage internal & external system access to support oriented systems.

• Lead UX design across key product areas, balancing user needs with business and client objectives. • Plan and conduct research and discovery initiatives, synthesising insights into clear design recommendations, wireframes, and prototypes. • Collaborate closely with Product Managers, engineers, and external stakeholders across the full product lifecycle. • Contribute to and help maintain our design system, introducing scalable, accessible components. • Communicate design decisions effectively, connecting concepts to product goals for a range of audiences. • Manage your own workload across projects, hitting milestones and keeping stakeholders informed.

Role Description We are looking for an enthusiastic merchant service representative who will support our customers by resolving product and service issues, and providing information and education through in-depth knowledge of our products and services. - Demonstrate a strong commitment to being “Customer Obsessed”, with a strong focus on quality of communication and feedback provided on calls. - Handle incoming and outgoing calls, create, manage, follow-up and resolve support requests via ticket-based CRM (Zendesk) with a high level of attention to detail whilst providing clients with regular progress updates. - Resolve customer product or service problems through troubleshooting technical issues, determining the root cause of the problem and selecting, explaining & applying the best solution to the problem. - Identify patterns & trends for merchant issues as well as attempting to replicate and complete testing to resolve said issue. - Manage the escalation process where required to better service merchants. - Contribute towards merchant servicing documentation, both creation and maintenance. - Manage internal & external system access to support oriented systems. Qualifications - A can do attitude, and a willingness to learn, we are keen for you to grow with our business. - A genuine interest in payments and technology and want to further your skills in the industry. - Willingness to build relationships and communicate with internal + external stakeholders. - Adaptability, multitasking and working in a fast paced environment. You will need to have good time management skills. - Ability to think on your feet and problem solve. - Flexible to work on a rotating roster in a structured environment. Requirements - At least 2 years experience as a help desk technician or a technical customer service support role. - Proven experience in troubleshooting banking, payments or Point of Sale (POS) systems issues. - Previous experience working with Zendesk or other ticketing systems. Benefits - Work from overseas up to 4 weeks per year. - Annual team offsite. - Social events run by our social committee. - Swap a public holiday and take an alternative day off. - Paid leave for volunteering. - Employee Share Option Plan (subject to invitation). - Paid parental leave for primary and secondary carers. - Novated lease and salary sacrifice options.

• Manage the procurement process, including: • meeting with internal stakeholders to understand business needs • understanding mx51’s contractual obligations with its customers, and ensure that the supplier contracts comply with mx51’s contractual obligations • reviewing and negotiating contracts • negotiating pricing • working with Risk and Security team on the more strategic / complex suppliers • Manage the post-contract vendor management process, including: • working with stakeholders to monitor customer performance, including SLA performance • reviewing fees to see if there are any efficiencies that could be made; in particular working with Finance on minimising costs across the whole portfolio of suppliers. • responding to internal stakeholders’ queries about contract interpretation • Manage POS partner agreements, including: • negotiating amendments to the POS partner agreements • keeping track of the status of the POS partner agreements around multiacquirer • Manage the contract management system being the single source of truth for all contracts