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Partner Relations Advisor I in Los Angeles, CA at Total Merchant Services

Date Posted: 1/17/2019

Job Snapshot

Job Description

PARTNER RELATIONS ADVISOR POSITIONS:  Woodland Hills, CA

At Total Merchant Services, a subsidiary of North American Bancard, it doesn't matter what type of business you have or how big or small you are. From launch to continued growth, we're here to help you succeed. We're so much more than just a credit card processor and merchant services provider. We're a true partner to the merchants we serve, one that consistently develops and leverages the latest technologies to deliver up-to-the-minute solutions merchants need to ensure their success.

Job Summary:

Answer all in-bound calls and email for non-assigned sales partners and merchants, provide account support, and resolve issues as necessary.  Places outbound calls to follow up on resolved issues and announce promotions and contests.

We are seeking Partner Relations Advisor 1 AND Partner Relations Advisor II positions.  This is what you will be doing if you are a partner relations advisor 1:

  • Respond to phone and email requests from unassigned lower-producing / inactive sales partners in accordance with department service level agreements. Average at least five hours per day handling sales partner support queues.
  • Actively work sales orders, statement requests, front end credits, bonus issues, residual issues, agent profiles, ELAP, cancellations, and call tags.
  • Provides direction and guidance answering questions about information in systems and products such as Agent Info Center, ELAP/SE/MyResource Portal, Portfolio, etc.
  • Submits and follows up on TMS (ticket management system) tickets to resolve issues with merchant accounts such as bank account changes, credits, debits, risk hold information, ticket adjustments / parameters, and pricing updates.
  • Collaborate with other departments via phone, email, or in-person to discuss and resolve partner issues and assist with onboarding new merchants.
  • Investigate and determine root cause of issues and suggest solutions for improvement to management.
  • Follow up and proactively place out-bound calls to partners to follow up on resolved issues, announce promotions / contests and promote all new rollouts.
  • Learn, develop, and maintain in-depth knowledge of industry products, services, competitor offerings, and be able to articulate our competitive advantage.
  • Review and consult with sales partners on pricing strategies and open statement analysis.

In addition, if you are a partner relations advisor II, you will also be responsible for these tasks:

  • Facilitate training to new and existing high-volume Sales Partners to ensure proper contact information, training access, and process understanding is communicated.
  • Serve as a subject matter expert on ISVs (independent software vendors) and make actionable and insightful recommendations.
  • Monitor feedback of Sales Partners to increase production, develop process improvements, and tailor products and service program offerings.

Job Requirements

IF you are a partner relations advisor 1, we will need the following from you:

  • High school diploma and at least one-year prior customer service experience
  • Prefer at least one-year Merchant Services experience, or customer service experience within financial services industry
  • Prefer Associate’s or Bachelor’s degree
  • Excellent customer service skills and professional manner
  • Practice active listening skills: give full attention to what customers are saying, take time to understand the points being made, ask questions as appropriate, and respond in a pleasant manner
  • Contain a service mindset by actively looking for ways to resolve customer concerns and issues
  • Ability to multi-task and handle high call volume environment
  • Excellent oral and written communication skills
  • Exceptional organizational skills and strong attention detail
  • Experience with Microsoft Office and email
  • Ability to learn and understand company systems and products

IF you are a partner relations advisor II, here is what we need from you?

  • High school diploma and at least three years prior customer service experience in the financial services industry
  • Experience building and maintaining customer relationships
  • Excellent customer service skills and professional manner
  • Practice active listening skills: give full attention to what customers are saying, take time to understand the points being made, ask questions as appropriate, and respond in a pleasant manner
  • Contain a service mindset by actively looking for ways to resolve customer concerns and issues
  • Ability to multi-task and handle high call volume environment
  • Excellent oral and written communication skills
  • Exceptional organizational skills and strong attention detail
  • Experience with Microsoft Office and email
  • Ability to learn and understand company systems and products

This is what will make you stand out:

  • Strong working knowledge of Merchant Services / payments industry
  • Prefer Associate’s or Bachelor’s degree
  • Prior experience using financial services or merchant services software
  • Knowledge of NAB-specific systems and reporting
  • Knowledge of GSuite (Google for Work)

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