Canada Partnership and Sales Support Merchant Services Associate

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.

& 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.

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.

& 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.

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 yearsof work experience in a client-facing position.
• Bachelors degree in business administration accounting marketing or other related 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)