Partner Advocate

Title

Partner Advocate

Partner Solutions

Reports to

Senior Director, Relationship Management

Position Overview

The Partner Advocate is dedicated to building and nurturing exceptional relationships with Payroc Agents. This role focuses on resolving business or technical challenges faced by Agents, ensuring they experience the full value of their association with Payroc. By providing outstanding service and support, Partner Advocates play a crucial role in maintaining and enhancing Payroc’s positive company image and fostering long-term agent satisfaction.

What We're Obsessive About

• Small teams, big things: We'll convey the outcomes our merchants require, provide you with the support and tools to succeed, and let you work your magic, with no needless processes to get in your way.
• Develop, grow, thrive: We promote a philosophy where you can develop and grow as an individual and team. We encourage you to approach problems uniquely, try new techniques, learn from your colleagues and master your craft.
• Real people, real problems: We develop solutions to our merchants' real-world challenges. Our Team Members collaborate to build the right things the right way. We are inquisitive about how things work and believe that sharing ideas and insights leads to better, more innovative products.
  
  

Duties And Responsibilities

• Operational Support: Efficiently manage all operational support inquiries and issues from Payroc Agents, ensuring swift resolution.
• Product Updates: Communicate timely updates and detailed information about Payroc’s products and services to Agents.
• Escalation Management: Serve as the primary escalation point for complex or high-priority issues raised by Payroc Agents.
• Department Liaison: Act as a liaison between Payroc Agents and internal departments to address and resolve Agent concerns effectively.
• Training: Provide comprehensive training to Agents on Payroc systems, services, and processes as needed to ensure their proficiency.
• Support Coordination: Collaborate with the Agent/ISO Support Manager to address specific needs and requests from Agents.
  
  

Qualifications

• Bachelor’s degree preferred
• Customer Service Excellence: Demonstrated ability to professionally manage challenging or emotional situations, responding promptly and effectively to Agent needs and service requests.
• Proactive Mindset: Skilled in identifying potential gaps in processes or products that could impact portfolio production, and taking proactive measures to address them.
• Extensive Product Knowledge: Deep understanding of Payroc’s portfolio of products and services to accurately assess and respond to Agent needs.
• Interpersonal Skills: Strong ability to work collaboratively with internal teams to meet the needs of Agents and facilitate effective problem resolution.
• Multitasking Ability: Capable of managing multiple tasks and providing personalized customer service, ensuring each Agent feels valued and supported.
• Time Management: Excellent organizational skills with the ability to prioritize tasks based on urgency and importance, ensuring efficient use of time and resources.
  
  

Travel Component

• NA
  
  

Working Conditions

• Extensive desk-based work involving prolonged periods using a computer and sitting for extended periods
• Frequent interaction with team members, management, agents, Business Development Managers (BDMs), and external partners to facilitate smooth operations and collaborations
  
  

Job Classification

• Exempt
  
  

At Payroc, we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, national, social, or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation, or any other status protected by the laws and regulations in the locations where we operate.

Payroc does not tolerate discrimination or harassment based on any of these characteristics. Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact the Human Resources Department at HR@payroc.com.