Partner Relations Advisor I at North American Bancard LLC in Troy, Michigan

Job Description:

Partner Relations Advisor I

North American Bancard in Troy, MI (Possible remote opportunity)

Our Partner Relations Advisors provide direction and guidance by answering partner questions about information in systems and products. Our Advisors are also responsible for all inbound calls and email for non-assigned sales partners and merchants, providng account support and resolving issues as necessary.  

What 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, sales agent profiles and cancellations.


• Provides direction and guidance by answering questions about information in systems and products such as Agent Info Center, ELAP/SE/MyResource Portal, Portfolio, etc.


• Submits and follows up on 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.

What we need from you:

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


• Excellent customer service skills and professional manner.


• Active listening skills: giving full attention to what customers are saying, taking time to understand the points being made, asking questions as appropriate, and responding in a pleasant manner.


• Demonstrate 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)

We can’t be a leading industry payment provider without you. Apply now!

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.

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

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