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Partner Relations Advisor I in Troy, MI at North American Bancard

Date Posted: 8/10/2018

Job Snapshot

Job Description


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.


What else you will be doing:

  • 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.

Job Requirements

What we need from you:

  • High school diploma and at least one-year prior customer service experience
  • 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


How to be an All Star:

  • Prefer at least one-year Merchant Services experience, or customer service experience within financial services 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)


About Us

North American Bancard helps businesses prosper through smarter commerce for all and we're committed to building the next generation of payment technologies and experiences. More than 250,000 satisfied merchants trust us to process more than $34 billion worth of transactions every single year. Propelled by cutting-edge technology, user-friendly products and features, and the best customer service in the business, we continue to innovate to satisfy our clients and their customers.


Additional Information:

Direct Reports: None

Travel Requirements: None

License and Certification Requirements: None


Pay Grade: 25


At North American Bancard, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.


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