Specialist, Partner Support

Job Description

Specialist, Partner Support

Reports To

Director, Partner Support

Job Purpose

This role is to provide exceptional service to our strategic and integrated partners, enterprise level merchants, Partner Managers and Business Development Managers. The Support Specialist will handle day to day operations and troubleshooting issues for our strategic and integrated partners. This position will also require the ability to interact and communicate effectively with other departments within the Company.

Duties and Responsibilities

• Actively manage partner support inquires as they arise (phone and emails)
• Coordinate new partner set ups
• Monitor CRM ticketing system to ensure issues are resolved in a timely manner and SLAs are met
• Escalate major client problems/resolutions to management as necessary
• Provide support to Partner Managers, Business Development Managers and Inside Sales Agents as it relates to their assigned partners
• Distribute monthly reporting as required
• Administration of new merchant applications, modifications or other merchant related requests from partners and enterprise clients
• Obtain documents required for merchant approvals
• Set up VAR requests for assigned partners
• Collaborate with other internal teams such as technical support, fraud and risk, settlement and product for cascading and or escalations of partner payment-related concerns
• Submit and monitor support tickets
• Engage other internal departments as a resource to resolve partner issues and consult on operational processes and technical enhancements
• Support enterprise level clients (US and Canada)
• Attend partner meetings and calls
• Maintain in-depth knowledge of functionalities for all systems used by the Partner Support team
• Ensure compliance with corporate policies established by Payroc Corp. including but not limited to the HR Code of Conduct, Technology Policy & Privacy Policy
• Accountable for ensuring that card association mandatory regulations are implemented in accordance with the Compliance Schedule
• Accountable for ensuring that any card association non-compliance incidents raised to Sales by the Compliance team are resolved and reported back to the Compliance team

Qualifications

• Must have the ability to understand and solve client recurring needs
• Must be very responsible, detail oriented and have ability to multi-task and prioritize time sensitive responsibilities
• A bankcard/payments background is preferred
• Effective communication and management skills, a desire to motivate and improve team
• Strong problem solving, and judgment
• Bachelor’s degree is preferred

Working Conditions

• Physical Effort—Job essentially sedentary although travel across the country and to the USA occurs, on average, a couple of times a month and involves hours of sitting in airplanes/car
• Physical Environment—Generally conducted in a pleasant office environment.
• Sensory Attention—Requires detailed review of written documents covering a variety of subjects relevant to Marketing and Sales issues and results. Need to be able to switch subjects quickly. Much of the time is spent in meetings with individuals or groups, including customers, where focused listening is required.
• Mental Stress—There is continuous pressure from various sources for results. The pressure becomes pronounced on occasion and may be accompanied by confrontation or other unpleasant interactions – sometimes involving customers. Regular demand for decisions and actions, many of which are taken with limited information and unpredictable outcomes.
• The market is highly competitive and, occasionally competitors will announce new products, systems, or pricing structures that put pressure on ABC’s market share.

Travel Component

• Some travel required; up to 10%

Job Classification

• Exempt

At Payroc we are committed to the principal of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals’ qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at HR@payroc.com