Partner Support Rep

Location: Allen, TX

Department: Customer Service

Type: Full Time

Min. Experience: Mid Level

Forte Payment Systems is a professional high-tech company that provides merchant accounts and payment processing solutions.  Our work environment is not like most.  Don’t mistake our casual easy-going attitude for laziness.  We work hard, but we also know that people are more productive when they are happy.  Hard work is rewarded with competitive salaries, an extensive benefits package and fun activities such as office game tournaments, family picnics, monthly lunches and more.

We are looking for a Partner Support Rep who will be responsible for supporting assigned ISO relationships and vertical partner relationships, including their merchants, which include their questions concerns and resolution of issues.

ESSENTIAL DUTIES/RESPONSIBILITIES:

  • Answer incoming calls and respond to email correspondence related to Partner, Government and other Merchant related matters.
  • Handle established ISO and vertical partner, and their associated merchant, related questions and concerns, including:
    • Resolution of any outstanding issues and/or problems.
    • Monitor requests to other internal departments.
  • Handle request from Government / FedPay merchants
  • Work with partners to coordinate complete merchant resolution of issues.
  • Resolve trouble tickets assigned to Partner Support
  • Work with merchants on any updates to their existing account.
  • Monitor debit and credit limit reports regularly in order to proactively reach out to merchants and provide them with any necessary increase request forms or limit adjustments.
  • Handle merchant application and invoice concerns or questions.
  • Handle funding issues and/or errors and return code questions.
  • Research and resolve reversal request
  • Handle hierarchy requests, transmitter requests, research on duplicate or incorrect MIDs and TIDs, account closure research, account status research.
  • Handle credit card process related research and questions.
  • Research hardware/equipment problems.  Submit replacement or upgrade requests.
  • Reconcile overpayments or duplicate payments on statements
  • Participate on conference calls with our partners and their merchants.
  • Provide back up support for Customer Service as needed.
  • Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must have 1-3 years’ experience in an Account Executive/support role.
  • Must have working knowledge of Microsoft Office Word and Excel. 
  • Must have commitment to quality and customer service.
  • Must have ability to work effectively under stressful working conditions.
  • Must be able to work well independently or in a team environment.
  • Must have ability to thrive in a fast paced, high energy work environment.
  • Must be able to communicate with internal and external customers in a clear, concise and understandable manner both verbally and in writing.
  • Must be able to communicate effectively under extreme pressure.
  • Must possess excellent analytical and problem-solving skills.
  • Must possess the ability to research issues and resolve customer’s issues in a timely and appropriate manner.

 

 

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