Merchant Portfolio Analyst (MPA)

Bank of America•Atlanta, GA

7d•$80,000 - $103,000•Onsite

About The Position

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

Requirements

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.
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
High School Diploma / GED / Secondary School or equivalent

Nice To Haves

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.

Responsibilities

Serve as the primary escalation point for clients in their assigned portfolio.
Identify, analyze, and resolve client issues.
Expand client awareness of available self-servicing options.
Deepen existing client relationships.
Optimize the client experience.
Ensure client retention.
Provide Multi-Platform Support on 5-10 different processing platforms.
Provide Client Education on various products and reconciliation tools.
Manage billing and invoices.
Handle Boarding Processes (BOS), including new location setup and entitlement changes.
Provide transaction authorization and processing information.
Manage chargebacks.
Address collection, escrow, and pending items.
Respond to equipment inquiries/issues.
Resolve funding delays or missing payments.
Troubleshoot processing issues resulting in rejects, duplications, reversals, special processing, etc.
Troubleshoot, diagnose, and resolve production issues including auth/funding/reporting problems, network and connectivity issues, and file transmission issues.
Manage reporting.