About the Role
Partner Relations Advisor I
locations
US – Remote
time type
Full time
job requisition id
JR100724
Partner Relations Advisor I
NAB- Remote
North American Bancard, and our family of companies, are committed to making it as easy as possible for businesses to grow through innovations in credit card processing, ecommerce, mobile payments and more. Our mission is to be the easiest payments company to do business with, bar none.
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 you’ll do:
- 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.
What we need from you:
- High school diploma and at least one-year prior customer service experience
- Excellent customer service skills and professional manner
How to stand out:
- Call Center experience
- Experience working in the payment processing industry