Cardholder Support Administrator

The Cardholder Support Administrator is tasked with supporting a simple, secure, and accurate payment processing of bank cards, private labels, and other billing systems for aviation fuel and related services to Signature Aviation merchants. This role will support the sales team's efforts to grow our company's relationships with business aviation customers and help ensure that the signature card is their primary payment method for fuel and services. This role is responsible for onboarding new merchants, supporting existing ones, providing direct customer-facing support for our PoS products, managing relationships with relevant 3rd party vendors and partners, and driving continuous improvement of our merchant offerings. Oversees new account setups, monitors customer account changes, provides ongoing customer service, and resolves disputes. + Responsible for customer support functions and relations for merchants + Answers incoming customer calls + Lead on all elements of merchant card setup and associated details, including detailed tracking and follow-through of any issues + Work closely with Mosaix, MSA, RSM, Sales, and others as needed for complete merchant setup. + Lead merchant training efforts, including training material development required for smooth setups + Own the merchant setup process and deactivation process + Manages vendor/partner/bank relationships (US Bank, MSA) + Manages relationships with providers of self-serve systems (Fuel Master & QTpod) + Responsible for building and maintaining relationships with third-party software vendors (Mosaix, Total FBO, FBO Manager, PRG, Vessix) + Primary support for the PoS systems, including managing and routing inbound calls for support of transactions + Coordinates creation and distribution of external marketing pieces in partnership with the Marketing Department, including EPIC applications, web and email images, Welcome Kit pieces, point-of-sale ad displays, direct mail pieces, statement stuffers, etc. + Process daily, weekly, and monthly statements + Manage new applications, card orders, customer inquiries, tail changes, pricing updates, address updates, password resets, and website access setup. + Monitor multiple email inboxes regarding billing issues, product problems, service questions, disputes, invoice or statement requests, and general client concerns, including after-hours support. + Produce custom reports for customers, account managers, and management + Assist with Rewards Program inquiries, reconciliation, FBO, and cardholder training + Detailed Record Keeping + Establish a Daily Management System and track all support calls and resolutions via concise KPIs + Responsible for inventory of all EPIC-owned VX units we have out to FBOs and in-house + Keeps pertinent materials and makes them easily accessible for employees or merchants + Communication + Keep and maintain a contact list of all Merchants. + Draft communication for internal and external notifications and ensure they are properly distributed to Merchants and cardholders + As unexpected or planned system issues occur always consider who and when the message needs to be sent to and assure internal communications are done first. + Responsible for handling incoming calls/emails regarding issues, including some after-hours support + High School Diploma + At least 5 years of related experience with in-depth knowledge of private label and/or credit card transaction processing, authorization and settlement, and/or training; or equivalent combination of education and experience. **Additional knowledge and skills:** + Knowledge of Microsoft Office Suite Word Processing software + An understanding of PoS and other airfield data capture technologies. + Knowledge of contract and credit card law. + Working knowledge of the aviation fuel business and credit risk management. An Equal Opportunity Employer, including Disability/Vets