Merchant Portfolio Analyst (MPA)

About the Role

The Merchant Portfolio Analyst (MPA), also known as a Business Support Associate, serves as the primary escalation point for clients within their assigned portfolio. This role focuses on deepening existing client relationships, optimizing the client experience, and ultimately, client retention. The MPA provides multi-platform support across 5-10 different processing platforms and client education on various products and reconciliation tools.

Key Responsibilities

• Serve as the primary escalation point for clients in an assigned portfolio.
• Identify, analyze, and resolve client issues using industry expertise and associated product knowledge.
• Expand client awareness of available self-servicing options.
• Provide multi-platform support on 5-10 different processing platforms.
• Provide client education on various products and reconciliation tools.
• Manage daily functions including, but not limited to:
• Billing and invoices
• Boarding Processes (BOS): new location set up, entitlement changes
• Transaction authorization and processing information
• Chargebacks
• Collection, escrow, and pending items
• Equipment inquiries / issues
• Funding delays or missing payments
• Processing Issues resulting in rejects, duplications, reversals, special processing, etc.
• Production Issues: troubleshoot, diagnose, and resolve authorization/funding/reporting problems, network and connectivity issues, file transmission issues.

Requirements & Tech Stack

• Platform Knowledge and Technical Skills: Understands and communicates 3rd party system architecture, POS systems, gateways, connectivity, authorization platforms, settlement platforms, reporting, and funding solutions. Supports performance monitoring and tracking to effectively manage the client relationship.
• Skills:
• Attention to Detail
• Collaboration
• Prioritization
• Reporting
• Business Process Analysis
• Continuous Improvement
• Data Visualization
• Data and Trend Analysis
• Issue Management
• Adaptability
• Business Analytics
• Business Case Review
• Strategy Planning and Development

Qualifications

• Adaptability: Ability to focus attention, time, and resources on highest priority clients and opportunities. Ability to prioritize issues and effectively track to completion all requests.
• Business Acumen: Understands basic accounting principles; financial analysis skills that include customer revenue, fees/billing, and reconciliation processes.
• Communication and Conflict Resolution: Possesses strong communication skills, including verbal, written, and presentation. Builds trust and instills confidence through ongoing communications. Identifies actual or potential areas of disagreement and navigates to a resolution.
• Customer Focus: Creates an environment where business goals are aligned with customer needs.
• Issue Resolution: Responsible for identifying, analyzing, and resolving operational issues, ensuring appropriate follow-up communications with internal and external stakeholders, and collaborating with others to meet client processing requirements. Escalates issues as needed.
• Industry and Associated Product Knowledge (Desired): Stays abreast of industry and product trends and regulatory developments that impact the business and communicates to clients, peers, and other key stakeholders.
• Negotiation (Desired): Skillfully negotiates expectations in tough situations, wins concessions without damaging relationships, and drives to mutually beneficial solutions.

Shift: 1st shift

Hours Per Week: 40