Merchant Services Relationship Manager

JOB FUNCTION /

SUMMARY:

The Merchant Services Relationship Manager 1 is the primary liaison for service escalations and Level 2 client support (inquiries and issues that have a potential material financial, compliance, and/or reputational impact to the client and/or company) including coordination of client implementations and projects, operational issue resolution, building of relationships with client contacts, and coordination of client retention activities. This position is also responsible for management, retention, and growth of the assigned portfolio of high-value merchant relationships.

• Serves as primary point of contact for internal and external clients and various departments/divisions to resolve implementation and service issues, comply with customer requests, and respond to client inquiries; new client implementations-related escalations for Merchant Sales, Operations, and banking partners.
• Manage end-to-end new client implementation process, including new merchant application boarding and quality control, terminal file builds, equipment orders, welcome/activation calls, etc.
• Assist with maintaining a comprehensive end-to-end new client implementation model.
• Assist with documenting procedures for application quality assurance, account boarding, equipment ordering, client activations/training, and vendor oversight.
• Assist with vendor management and oversight of business vendors supporting new client implementations.
• Assist with maintaining a comprehensive process to effectively manage system enhancement requests and defects for Merchant Services LOB.
• Provides support in research and resolution of service escalations and inquiries.
• Serves as the primary point of contact for operational issues for clients in assigned portfolio of high-value relationships with annual merchant services revenue of up to $10,000.
• Ensures client satisfaction by delivering best-in-class service through effective communication, swift resolution of customer inquiries and requests, sound decision making, and problem solving.
• Collaborates with clients and internal stakeholders to set priorities that enable the client to achieve their goals and objectives.
• Develops and maintains relationships with key internal and external stakeholders and client contacts within assigned portfolio.
• Interface with clients to determine present and future needs and assist with developing solutions.
• Keeps abreast of new products/services and changes to existing products/services. Maintains comprehensive knowledge of applicable products, services, and company policies and procedures.
• Identifies additional opportunities to provide new/additional products, services, or other resources to client.
• Participates in business reviews to learn about clients' strategic direction, as well as gain a good understanding of the products and/or services FIS is offering.
• Performs all other related duties are assigned as needed.

None

• Bachelor's Degree in business or related field or equivalent combination of education and experience is required
• 2+ years of experience in payment card processing and/or financial industry is required
• Proven success in customer service/managing customer relationships
• Excellent communication and presentation skills
• Excellent organizational and time management skills
• Self-starter, motived to achieve results with minimal amount of supervision
• Ability to consistently meet deadlines in a fast-paced environment
• Requires strong analytical and problem solving skills
• Requires human relations, negotiation, and documentation skills
• Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally
• Proficient using Microsoft Office applications (Word and Excel proficiency is required)
• Ability to travel if required (~10%)

• Ability to work under stress and meet deadlines
• Ability to operate related equipment to perform the essential job functions
• Ability to read and interpret a document if required to perform the essential job functions
• Ability to travel if required to perform the essential job functions
• Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an "undue hards