GREEN DOT: Sr. Retail Integration Partner

This position is responsible for troubleshooting and resolution of partner specific issues and escalations by acting as the liaison between the Partner, Account Managers and various IT and operational groups. This position works closely with Account and Business Managers to gain in-depth understanding of issues and support team to full resolution and is required to have an in-depth understanding of partner systems and how they integrate with internal systems.

Responsibilities:

• Provide partner support for both Retail and BaaS partners. Identify, analyze, troubleshoot all partner incidents in a timely manner. Must be flexible as support requests can come from multiple sources (directly from Partners, Account Manager, GD partners and Retailers)
• Ensure all support incidents are logged, tracked, and resolved in the incident management tool (Jira).
• Assist with documentation of process flows and system specifications
• Reach out to Partner/Retailers to communicate back status of issues and follow up until issue or research is resolved.
• Coordination with off-shore support team to ensure any issues being worked on are transition during non-business hours.
• Manage and monitor trends related to partner API and application issues. Communicate with GD internal stakeholders and partners regarding any uptick in error responses.
• Supports partner integration testing and post production testing of new Partners and new products as needed.