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Partner Support Representative

The main function of a Partner Support Representative is to service iPayment partner accounts (inbound call queue & emails). Primary objective is to exceed client expectations while resolving their issues pertaining to their merchant portfolio. This role is complementary to our sales efforts and has direct impact on future revenue. Individual must focus on quality, pricing and product differentiation. Position must create and retain partner loyalty by providing a differentiated experience through rapport and industry expertise. Additional responsibilities may be assigned by the manager.

Key Responsibilities:

  • Provide consistent, timely, & accurate information to our partners
  • Assist agents with Technical questions and EMV upgrades
  • Articulate how a new account is received, underwritten, and booked.
  • Answer questions regarding Underwriting Guidelines.
  • Answer questions regarding card processing industry and products.
  • Adhere to company and department’s attendance and punctuality policy and procedure.
  • Evaluate competitor’s financial statements and create cost comparison.
  • Respond/resolve to complaints & conflicts
  •  Handle operational details
  •  Explain policies and procedures
  •  Explain and consolidate Residuals
  •  Research Merchant accounts on Partner’s behalf
  •  Work as liaison for our Partners with iPayment internal departments
  •  Work with Business Development to onboard and orient new iPayment partners
  •  Interact with all necessary iPayment departments support our partners and build lasting relationships

Key Competencies

  • Extremely organized and detail oriented.
  • Excel in a fast pace environment and ability to meet deadlines.
  • Able to handle multiple tasks simultaneously.
  • Dependable with strong follow through skills.
  • Ability to handle difficult phone calls and remain calm and courteous under pressure.
  • Excellent written and verbal communication skills.
  • Good data entry and keyboard skills.
  • Merchant acquisition/processing experience.
  • Knowledge of Agent/ISO/ISV business models.
  • Ability to “own” issues & see them through resolution.
  • Sense of “urgency” in actions & responsiveness to clients.
  • Support & service “mind set” always.
  • Be a good “corporate citizen”.

Experience and Education

  • Bachelor’s Degree or equivalent industry experience.
  • 3 Years Bankcard experience.
  • Customer service / relationship building experience
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