PAYPROTEC - For almost a decade now, we've helped tens of thousands of merchants nationwide seamlessly accept payments at their storefronts, web property, and/or mobile environment. We listen to our customers and partners to better serve their needs. We pride ourselves on the relationships we have with our partners and clients and the support that is provided.
Manage and build relationships, provide services, resolve complex issues, and provide solutions to key Sales Partners with the goal of growing revenue and production.
Essential Duties & Responsibilities:
Respond to phone and email requests from key Sales Partners (i.e. top 15% revenue) in accordance with department service level agreements.
Actively work sales orders, statement requests, front end credits, bonus issues, residual issues, agent profiles, ELAP, cancellations, and call tags.
Maintain and improve partner satisfaction and support levels.
Complete Merchant out-bound calls on behalf of Sales Partners to resolve Merchant questions and issues.
Assist with customer service and technical support level 2.
Partner with underwriting to resolve pending or incomplete Merchant applications on behalf of the Sales Partner.
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.
Collaborate with cross-functional departments to resolve Sales Partner issues.
Investigate and determine root cause of issues and suggest solutions for improvement to management.
Follow up and proactively contact Sales Partners to follow up on resolved issues, announce promotions / contests and promote all new rollouts.
Monitor feedback of Sales Partners to increase production, develop process improvements, and tailor products and service program offerings.
Learn, develop, and maintain in-depth knowledge of industry products, services, competitor offerings, and be able to articulate our competitive advantage.
Assist with team coaching/training and escalated calls as needed.
Assist with additional projects as needed.
Here is what we need from you:
High school diploma and at least three year's account management experience within the financial services industry
Experience building and maintaining high impact / key customer relationships
Strong working knowledge of Merchant Services / payments industry
Prefer Associate's or Bachelor's degree
Electronic Transaction Associate CPP Certification-preferred
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 key account relationships
Excellent oral and written communication skills
Exceptional organizational skills and strong attention detail
Experience with Microsoft Office and email
Knowledge of GSuite (Google for Work)
Prior experience using financial services or merchant services software
Knowledge of NAB-specific systems and reporting preferred
North American Bancard