[Hiring] Partner Account Specialist @MoneyGram

Role Description

The Partner Account Specialist serves as the primary operational contact for an assigned portfolio of MoneyGram agents and partners. This role is responsible for managing the operational lifecycle of partners following implementation by delivering exceptional service, maintaining accurate partner data, processing operational changes, and ensuring partners can successfully conduct business with MoneyGram.

• Manage day-to-day operational requests and coordinate cross-functional support.
• Maintain partner records and process contract revisions and approved commercial changes.
• Serve as the operational advocate for assigned partners.
• Work closely with Sales, Implementation, Billing Support, Compliance, Product, and Technical Support.
• Deliver a seamless partner experience while ensuring operational accuracy and compliance.

What you get to do:

• Portfolio Management & Partner Support
  • Serve as the primary operational point of contact for an assigned portfolio of partners.
  • Build trusted relationships by providing timely, professional, and proactive support.
  • Resolve day-to-day operational inquiries related to MoneyGram products, Account, policies, and processes.
  • Own partner requests from intake through resolution, coordinating with internal teams as needed.
  • Promote self-service capabilities and operational best practices to improve the partner experience.
• Partner Data & Operational Administration
  • Maintain and update partner records across MoneyGram systems.
  • Process operational changes including ownership updates, location changes, banking information, user access, product configurations, and other profile maintenance requests.
  • Ensure partner information is accurate, complete, and compliant with company policies and regulatory requirements.
  • Coordinate required approvals and validate documentation prior to implementing changes.
• Contract & Commercial Administration
  • Process contract amendments, revisions, and approved commercial renegotiations.
  • Coordinate with Sales, Legal, Compliance, Finance, and other stakeholders to complete required documentation and approvals.
  • Ensure approved changes are accurately reflected across applicable systems and records.
  • Communicate status updates and completion timelines to partners and internal stakeholders.
• Case Management & Cross-Functional Coordination
  • Manage operational cases from intake through resolution while maintaining clear communication with partners.
  • Perform warm handoffs and coordinate with Billing Support, Technical Support, Compliance, Product, and other specialized teams when necessary.
  • Maintain accountability for partner communication throughout the resolution process.
  • Document all partner interactions and case activity within designated systems.
• Continuous Improvement
  • Identify recurring partner issues and recommend process improvements.
  • Contribute to the development and maintenance of standard operating procedures and knowledge articles.
  • Support implementation of new products, tools, and operational initiatives.
  • Identify opportunities to automate manual processes and improve operational efficiency.

Qualifications

• Bachelor's degree or equivalent work experience.
• 3+ years of experience in operations, partner support, customer success, account management, financial Account, fintech, or a related field.
• Strong customer service and relationship management skills.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple priorities.
• Demonstrated problem-solving and analytical abilities.
• Experience using CRM, case management, or operational support systems.

Requirements

• Experience in payments, fintech, banking, or financial Account.
• Experience supporting partner or agent networks.
• Knowledge of contract administration and operational change management.
• Experience with Salesforce or similar CRM platforms.

Core Competencies

• Customer Focus
• Operational Excellence
• Relationship Management
• Attention to Detail
• Problem Solving
• Cross-Functional Collaboration
• Communication
• Organization & Time Management
• Continuous Improvement
• Accountability