Partner Support Associate

The Partner Support Associate is a cross-functional role in the Channel Sales department, acting as the liaison and “voice” between the Channel Sales team and ISO/MRP partners.

They will be responsible for providing daily sales/partner support and coverage for the ISO Partner Managers, assisting in the ISO onboarding process to increase originations with high-quality partners, and handling ad-hoc communication pertaining to our channel partners.

What You Will Do:

Sales/Partner Support

• Provide daily sales/partner support for the ISO Partner Manager teams in sales tasks including but not limited to contract management, bank verification links, document review, underwriting review, pipeline updates and follow-ups, Slack management with partners, exception requests, etc.
• Provide partner coverage whenever a team member is out of office or on partner visits
• Update and maintain partner contact information and records in Salesforce
• Work cross-functionally with team members from Legal, Sales, Compliance, Marketing, and Operations to maintain the utmost experience for our partners while ensuring compliance is in place
• Communicate promptly with partners via phone, email, text, and messaging about the progress of deals
• Assist Partner Support Specialists in all sales support tasks
• Communicate to Underwriters regarding files as necessary
• Assist with Submissions (Portal) Requests
• Respond to/initiate “customer service” type inquiries from partners – i.e., balance inquiries, funding confirmations, modifications, etc.
• Other tasks and duties, as required by management

Onboarding and Partner Management

• Assist Partner Support Specialists in all ISO onboarding tasks
• Speak with potential partners to vet for candidacy, determine the correct referral program (ISO/MRP), communicate approval or decline status, and assign accounts to ISO managers
• Collect required onboarding documents and submit to Onboarding to ensure a timely process is followed
• Field inbound calls and transfers from Sales and Customer Support for partner inquiries, respond to voicemails promptly, and oversee the Partner inbox
• Oversee all ISO recertification tasks to ensure accounts are accurate and updated
• Ensure partners are updated with underwriting policies/guidelines, marketing material, renewal commissions, current bonus structures, etc.
• Other tasks and duties, as required by management

What We’re Looking For:

• A Bachelor’s degree and/or comparable experience preferred
• 1+ years supporting a sales team or B2B sales experience with a strong preference in the MCA/short-term lending space, Payment Processing, Financial Services, or Consultative Sales with a history of success
• A self-starter that is highly independent, with the ability to juggle tasks in a fast-paced environment and think on their feet
• Personal accountability, time-management, and organization skills
• A goal-oriented leader with a proactive approach in developing relationships with merchants and ISO partners
• Excellent verbal, written, and interpersonal communication skills
• Excellent analytical, presentation, and phone skills
• Experience with contract/partnership negotiations is a plus
• Proven success in meeting and exceeding sales goals
• Communicate decisions effectively in both verbal and written communication
• A team player with a strong sense of accountability
• Experience achieving metric and quality performance
• Excellent negotiation and business development skills
• Efficient planning, organization, and time management skills
• A smart, hard-working individual who wants to be an integral part of a growing channel
• Experience using Microsoft Office and Office 365 in particular (PowerPoint, Excel)
• Experience with Salesforce CRM highly preferred, Tableau/NICE a plus