Support the Arrow Payments team and clients by proactively addressing technology needs and ensuring a world-class customer experience. Collaborate with Leadership and Client Success to stay current on systems, implementations, security, PCI, switchovers, and steady-state support — depending on the engagement phase.
Enterprise
High-TouchUniversities, Colleges, Healthcare Institutions across the U.S. High level of support. Both Support-Only and Support & Processing service types.
Legacy
Low-TouchSMBs in healthcare, government, non-profit, e-commerce, manufacturing, tech, retail, and restaurants. Support & Processing only. Lower support intensity.
- Customer Focus — Establish and maintain effective client relationships. Gain trust and respect.
- Priority Setting — Identify what's mission-critical. Spend time on what matters most.
- Listening — Active, attentive. Probing, clarifying, and confirmation questions.
- Excellent Communication — Proactive status updates. Escalate without letting issues boil over.
- Integrity & Trust — Follow through. Be direct, truthful, widely trusted.
- Advanced Technical Systems Management — Translate business needs into technical requirements. Coordinate automation, maintain docs.
- Alignment & Compliance — Embody Arrow Payments' culture, values, and mission in every interaction.
Client Setup
As Assigned- Salesforce account setup (contacts, cases, merged emails)
- Participate in Internal Strategy Meetings
Discoveries
As Needed- Understand organizational structure of client institution
- Review surveys & discovery notes
- Organize technologies, solutions, vendors, and systems
- Research TPSPs used across the institution
- Identify improvement opportunities
Solution Design
As Assigned- Uncover & illustrate pain/complexity — focus on University & Department goals
- Organize tech, solutions, vendors & system details
- Develop solution recommendations, presentations & merchant guides
- Demonstrate credibility & lead solution recommendations
Strategy & Planning
Collaborate- Partner with Solutions Advisor to define strategy & implementation plan
- Identify improvement opportunities & prioritize departmental approach
- Determine timeline and action items
Switchover Execution
Execute- Meet with departments, recommend and order solutions
- Board MIDs, configure VARs, Devices, Gateways & E-Commerce
- Train users, test transactions, complete compliance
- Drive urgency — detailed switchover timeline by MID/dept
- Arrive prepared: review discovery and case history before every meeting
Ongoing Responsibilities
Daily- Status Meetings — Review, update, maintain knowledge, next steps, and case status
- Vendor & Department Coordination — Conduct vendor reviews with Solutions Advisor
- Deploy Solutions — Installations, training & efficiency optimization
- Support Solutions — Address questions, issues, provide resolutions
- PCI Compliance — Client & vendor PCI compliance, SAQ completion, coordinate vulnerability scanning
| Timeframe | Required Action |
|---|---|
| 4 Business Hours | Confirm receipt of incoming case |
| 24 Hours | Action response — who / where / when / how |
| 3 Days | Take action on all cases (inactive on Day 4) |
| Daily | Every active case closes with documented forward progress + next actions, blockers, ownership |
- Weekly Alignment: 1 portfolio/priority touchpoint with Solutions Advisor — documented priorities, risks, next actions
- Time Tracking: Update DeskTime every week by EOD Friday
- Culture: Share 2 appreciations per week
- Salesforce: Every case has a Next Step. Daily review of tasks past due (closed loop)
- Communication: Monitor Slack, email, and Salesforce daily. Respond to team inquiries daily.
SAQ-P2PE
Reduced ScopeFor merchants using a validated Point-to-Point Encryption solution. Cardholder data is encrypted at the device, so merchant systems are largely out of PCI scope. Shortest questionnaire of the SAQ types.
SAQ-A
Card-Not-PresentFor merchants who have fully outsourced all cardholder data functions to PCI-compliant third parties. Covers e-commerce and phone/mail order businesses. No electronic storage, processing, or transmission of CHD on merchant systems.
SAQ-B
Imprint / StandaloneFor merchants using only imprint machines or standalone dial-out terminals. No electronic cardholder data storage.
SAQ-D
Full ScopeCatch-all for merchants who don't qualify for other SAQ types. Full 300+ question questionnaire. Highest compliance burden.
- Ensure client PCI compliance & support SAQ completion
- Review vendor AOCs (Attestation of Compliance)
- Coordinate ASV vulnerability scans; track and remediate findings
- Verify CHD (PANs, CVV/CVC, PINs) is never stored or transmitted via client workstations, networks, or email
- Assist with payment incident response: card testing, outages, fraud, compliance-impacting events
- Recommend and deploy P2PE to reduce PCI scope
- Identify non-compliant practices and provide remediation recommendations
- Convert MIDs to Arrow processing — high priority
Tap any card to flip it.
TSM Knowledge Test
50 questions covering role responsibilities, PCI compliance, KPIs, process phases, terminology, and Arrow Payments culture. Questions are randomized each attempt.