Job Description:
The MPA serves as the primary escalation point for clients in their assigned portfolio. With Industry Expertise and associated Product Knowledge, they are charged with identifying, analyzing and resolving client issues as well as expanding client awareness of available self-servicing options. The MPA focus is on the deepening of existing client relationships, optimizing the client experience and ultimately, client retention.
The MPA provides Multi-Platform Support on 5-10 different processing platforms and Client Education on various products and reconciliation tools.
Daily functions include but are 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; trouble shoot , diagnose, resolve auth/funding/reporting problems, network and connectivity issues, file transmission issues
•Reporting
Required Skills:
•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 with peers, manager, direct reports, or key stakeholders. 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, giving Bank of America the ability to exceed customer expectations.
•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 the processing requirements of each client. Escalates issues as needed.
•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
Desired Skills:
•Industry and Associated Product Knowledge – Stays abreast of industry and product trends and regulatory developments that impact the business and communicate to clients, peers, and other key stakeholders.
•Negotiation – Negotiates expectations skillfully in tough situations. Can win concessions without damaging relationships. Understands what is at stake and drives to mutually beneficial solutions.
Skills:
- Active Listening
- Critical Thinking
- Customer and Client Focus
- Problem Solving
- Account Management
- Attention to Detail
- Collaboration
- Data Management
- Portfolio Management
- Adaptability
- Learning Delivery
- Oral Communications
- Prioritization
- Written Communications
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
Shift:
1st shift (United States of America)
Hours Per Week:
40
Pay Transparency details
US - IL - Chicago - 110 N Wacker Dr - Bank Of America Tower Chicago (IL4110)
Pay and benefits information
Pay range
$80,000.00 - $103,000.00 annualized salary, offers to be determined based on experience, education and skill set.
Discretionary incentive eligible
This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
Benefits
This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.
