ESSENTIAL DUTIES AND RESPONSIBILITIES

1 .

Reporting & Analytics:

• Provide timely and accurate partner performance and custom reporting (e.g., referrals, wins, losses, attrition, settlement summaries, pricing reports, campaign and process rebate reports).
• Support ad hoc reporting needs, including campaign tracking, year-over-year comparisons, and opportunity analysis. Reports are sent daily, weekly and / or monthly.
• Prepare and manage internal reports for meetings
• Deliver SLA performance reporting and engage relevant teams for major event business engagement.
• Conduct high-level billing reconciliation for equipment rental reports to verify accurate pricing setup and ensure all items are billed correctly.

Database & Documentation Management:

• Oversee ongoing management and maintenance of all partner-related databases (partner details, pricing, staff directories, referral portals, SFCC objects, TPI risk ratings).
• Maintain a shared archive for required documentation retention and ensure all records are up to date and accessible.
• Maintain and update Standard Operating Procedures (SOPs) and process documentation.

1. Partner Onboarding, Offboarding & Program Support including Sales Support

• Own and execute the partner onboarding (intake) and offboarding (divestment) processes, including all related operational procedures.
• Coordinate and support the review process for Third-Party Intermediaries (TPIs), including risk ratings, review dates, DDQ and training deck updates, and advance notifications.
• Collaborate with Finance and Pricing COE teams to ensure accurate pricing attribution and updates for partner merchants.
• Assign and manage referral leads received through the shared mailbox, ensuring timely follow-up and highlighting any potential opportunities as they arise.
• Manage case management queue by ensuring cases are promptly assigned, tracked, and closed with timely and effective resolution.

Communication & Stakeholder Engagement:

• Draft, distribute, and maintain partnership updates, merchant communications, and educational materials for both internal and external stakeholders.
• Coordinate merchant communications, including NLM pricing uplift notifications, preferred partner pricing program updates, and version control of messaging.
• Collaborate with partner contacts and internal teams to ensure alignment and clarity on roles, responsibilities, and program participation.
• Respond to and resolve escalation requests promptly, ensuring issues are addressed in a timely manner and communicating resolutions to all relevant stakeholders.

Issue Resolution & Controls:

• Proactively address all partner inquiries and escalation communications, ensuring prompt resolution and engaging the aligned Partner RM for complex or sensitive issues.
• Lead and coordinate controls, audit-related reporting, and administrative requests, including documentation retrieval and evidence management.
• Engage internal support teams and subject matter experts for problem resolution and provide status updates to partners and Partner RM as needed..
• Collaborate with Finance Adjustment Team to establish and update payment files and partner banking details, ensuring proper distribution and approval by the Partner RM.
• Identify opportunities for process re-engineering and improvement. Proactively suggest procedure updates and enhancements to address issues and elevate the client experience.

MINIMUM QUALIFICATIONS

Education/Experience

• 2-3 years of work experience in a client-facing position.
• Bachelor’s degree in business administration, accounting, marketing or other related fields. In lieu of degree, may have relevant work experience.

Skills or Special Abilities:

• Knowledge of and strong interest in merchant industry and related procedures (payments, POS systems, merchant acquiring, B2B software, etc).
• Ability to use data to problem-solve creatively.
• Efficient and independent worker with good time management skills.
• Finds value and satisfaction in providing services that satisfies clients.
• Ability to effectively communicate both verbally and written with both internal and external merchant contacts.
• Requires strong business acumen and self-assuredness in internal and external interactions.
• Project Management (PMP certified optional)