Senior Partner Support Specialist

As a Senior Partner Support Specialist, you are responsible for supporting and enhancing relationships with Fortis Partners [any external entity that submits applications to Fortis] and our Internal Sales Team.  

You are the main point of contact for our Partner and Internal Sales Team, and you will take ownership of general inquiries, and possibly more complex and escalated situations regarding onboarding, installation, service and support. You will quickly and efficiently respond to our partner inquiries via telephone and/or email and will establish best practices for assessing, researching and resolving these inquiries on a daily basis. You will provide feedback and support for the development and implementation of standardized processes to increase efficiency and productivity.  

You will excel in this role as you build credibility with our partners and internal Fortis teams by consistently demonstrating expertise and professionalism in all you do.

ESSENTIAL DUTIES

• Maintain expert-level knowledge of all internal operations and systems related to payment processing 
• Understand payment industry networks, partnerships and possess an ability work with different payment platforms
• Support the Partner Support Specialist with the research, information and solution for their case
• Assess and respond to escalations/rushes in a timely manner. Ensure that Partners and internal teams are following the escalation/rush process that has been implemented  
• Understand and effectively communicate Fortis product offerings, including but not limited to:
• Fortis Gateway 
• Assist Partners with questions regarding transactions, reporting, etc.
• Credential Generation
• Compatible Equipment
• Process Gateway Service Agreements 
• Epic Portal (back-office) 
• System navigation from a Partner’s view 
• Electronic Application submission questions 
• Equipment 
• Equipment Stock Levels 
• Universal Price List (UPL)
• Utilize resources and techniques to answer questions and solve problems for merchants, Partners, and internal Sales Team. 
• Demonstrate the ability to address each partner's unique inquiry, while providing them with the proper information and appropriate solution based on the opportunity
• This may require collaboration with other departments such as Partner Strategy, Product, and Operations Support teams
• Day to day Partner Liaison into Fortis for various requests or support issues:
• Custom Reports
• Special Projects
• Equipment issues
• Pricing/Residual/Funds flow questions
• Account Closures
• Deposit Reconciliation
• Underwriting inquiries and approvals   
• Deployment Rejects  
• Resolve complex issues that require a prolonged and in-depth analysis of situations and collection of data
• Understand and effectively communicate month-end statements, rates, etc.
• Escalate issues to the proper contacts with Processor directly or internal departments 
• Submit and follow through on Rate Reviews
• Demonstrate the ability to manage and lead conversations at all business and technical levels of an organization
• Effectively manage your case/workload in OvationCXM by notating cases in a timely manner and setting cases statuses accordingly in ready, waiting, resolved, etc. Manage the team’s unassigned queue by assigning/claiming cases and confirm that all cases have been claimed by end of business day
• Effectively manage email communication via Outlook and ensure all direct emails have been responded to in a timely manner and cases have been created in Ovation (if applicable)  
• Effectively manage internal and external communication via the IVR and Ring Central. You will be in a phone queue where Partners may call in to receive immediate support
• Ongoing maintenance of communication strategy 
• Maintain a positive, professional 'total service' attitude and demonstrate the company's Core Values  

• Advanced computer skills in Word, Excel, Outlook, CRM and ability to multi-task between programs. Strong critical thinking skills.