Merchant Services Relationship Manager

JOB FUNCTION / SUMMARY

Responsible for management, retention, and growth of top merchant relationships within bank-owned portfolio. This position serves as the primary point of contact for both tactical Level 2 (inquiries and issues that have a potential material financial, compliance, and/or reputational impact to the client and/or company) and strategic support for high-value clients within assigned portfolio, including but not limited to coordinating client implementations and projects, identifying, analyzing, and resolving operational issues, ensuring appropriate follow-up communications with internal and external stakeholders, and collaborating with others to meet the client s payment card acceptance needs, as well as broader business objectives.

• Proactively manage, retain, and grow client relationships with merchant services revenue of greater than $10,000/year within the assigned client portfolio.
• Assist with developing and execute strategy for consistently achieving customer loyalty and satisfaction, retention, and profitability goals.
• Ensure client satisfaction by delivering best-in-class service through effective communication, swift resolution of customer inquiries and requests, sound decision-making, and problem solving.
• Proactively seek to create best-in-class customer experience supported by well-managed and compliant operational infrastructure.
• Serve as primary point of contact for implementations, projects, customer support escalations for VIP clients, business partners, and vendors. Proactively contact assigned clients on a regular basis to maintain a strong, working relationship with clients  operational and senior management personnel.
• Manage assigned high-value client relationship, including account implementation and activation process, training, on-site visits, ongoing education and training, and other customer management tasks as required.
• Maintain a strong knowledge base of Merchant Services and banking products and pricing. Educate clients and business partners on the products and services.
• Assist with recruiting, hiring, training, and coaching of associates in Account Manager I role. Serve as an escalation point for Account Manager I associates.
• Collaborate with key internal and external constituents to implement efficient and scalable processes, effective communication, and teamwork.
• Contribute to the implementation and development of Merchant Services strategies based on customer insights and direction from Senior Management team to support growth in client engagement and revenue. Proactively identify changes or enhancements needed to improve the quality of customer experience. Support improvement in end-to-end customer and associate experience.
• Ensure regular communication with Senior Management to enable awareness of accomplishments, support needs, and performance issues with the LOB. Assist with customer management reporting necessary to effectively monitor individual processes, business unit, and company goals.
• Drive education and training of Merchant sales associates and business partners on the Merchant Services Customer Support model and their respective responsibilities in carrying out the program.
• Follow a 360-degree approach to the development and use of knowledge and awareness to support LOB growth by promoting and educating peers and business partners around Merchant Customer Support, as well as client services-related performance metrics.
• Understand and stay informed of industry developments, trends, and technology/product advances as well as revising initiatives to meet developing competitive and industry risks. Leverage the vendor community, industry events and forums, and benchmarking to best-in-class providers.
• Contribute to the development of new product offers, technology, or business growth opportunities through continuous monitoring of customer and business partner feedback, market trends, and competitor activities.
• Identify and remove barriers that slow or prevent the successful attainment of program improvements.
• Manage other tasks and projects as assigned.

None.