Emerging Payments Relationship Manager
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The Emerging Payments Relationship Manager is responsible for management, retention, and growth of top commercial card 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, identifying growth opportunities, ensuring appropriate follow-up communications with internal and external stakeholders, and collaborating with others to meet the client's commercial card needs, as well as broader business objectives.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Proactively manage, retain, and grow client relationships with commercial card revenue of greater than $20,000/year within the assigned client portfolio.
Assist with developing and executing 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, training, ongoing education and training, and other customer management tasks as required.
Maintain a strong knowledge base of Emerging Payments products and pricing. Educate clients and business partners on the products and services.
Serve as an escalation point for Emerging Payments Client Experience team.
Collaborate with key internal and external constituents to implement efficient and scalable processes, effective communication, and teamwork.
Contribute to the implementation and development of Emerging Payments 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.
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.
MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:
Bachelor's Degree or equivalent of experience and education is required
5+ years of proven customer/account management experience
5+ years of experience in payment card processing and/or financial industry is required
Proven record of success in customer service, relationship building, and account management
Excellent verbal, written, and communication skills
Excellent analytic, quantitative, and technical aptitude with great attention to detail
Proficient using Microsoft Office applications (Excel and PowerPoint proficiency is required)
Ability to travel when required (<10%)
ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:
Ability to travel if required to perform the essential job functions
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 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 hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.
Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.