This role is is responsible for supporting merchant education initiatives to ensure merchants fully understand and implement Kredivo’s transaction processes accurately. This role includes training delivery, in store visits and monitoring to increase merchant readiness and drive transaction usage on the ground.

About the Job :

Merchant Education & Training Delivery

• Conduct merchant training sessions (offline/online) in line with weekly/monthly schedule.
• Deliver clear and practical education on transaction flow, SOP, cancellation, settlement process, etc.
• Tailor training messaging to merchant owners, PICs, and cashier staff at various skill levels.

Store Visits

• Conduct structured store to store visits to activate newly onboarded, zero transacting, or dormant merchants.
• Provide hands on walkthroughs to ensure merchants can execute Kredivo transactions confidently in store.
• Guide merchants through their first transactions and follow up to drive continued usage.

Performance Monitoring, Analysis & Reporting

• Track training progress across assigned areas.
• Prepare post visit reports outlining gaps, challenges, and merchant feedback.
• Produce weekly/monthly reports including key insights and suggested corrective actions.
• Identify recurring merchant operational issues and propose potential solutions.

Territory Coverage & Travel Execution

• Willing to travel regularly
• Execute field activities with a high degree of independence.

Stakeholder Coordination & Collaboration

• Work closely with cross functional teams including Merchant Ops, Sales on the ground, Acquisition, Account Manager, Product, and Marketing.
• Share structured on ground insights to influence operational fixes and process improvements.

Merchant Support & Issue Handling

• Provide first level guidance when merchants face transaction difficulties.
• Direct merchants to the correct troubleshooting SOP to reduce escalations.
• Track recurring field challenges to strengthen knowledge tools and support centers.

Continuous Improvement, Initiatives & Outcomes

• Recommend strategic improvements to drive merchant education effectiveness
• Utilize internal tools (trackers, dashboards, G-forms) to improve execution.
• Increased active merchant usage in assigned areas.
• Significant reduction of dormant, zero transactions and new merchants.
• Improved merchant understanding of Kredivo’s transaction flow and SOP.
• Reduced merchant driven operational errors and escalations.
• Standardized training delivery across regions.

About You :

• Bachelor’s degree in Education, Communications, Business, and Training Preferred
• Minimum 2 years of experience in training, field operations/sales, or merchant engagement (preferably in fintech, retail activation, bank, financial services or FMCG field teams)
• Experience in facilitating both in-person and virtual training sessions.
• Understanding of merchant operational flows (POS, QRIS, paylater/checkout methods).
• Effective training facilitation & public presentation skills is a must.
• Proven skills in Data handling and reporting using spreadsheets.
• Experience in Troubleshooting, root cause analysis, and logical problem solving.
• Excellent communication and interpersonal relationship building.
• Customer centric and patient with a wide range of merchant profiles.
• Self driven, resilient, and comfortable working independently in the field
• Fast learner with the ability to adapt to process and system changes.
• Strong ownership mindset and execution discipline.

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