Manager, Merchant Services Relationships

Manager, Merchant Services Relationships page is loaded## Manager, Merchant Services Relationships locations:
Conroe 2 - Conroe, TXtime type:
Full time posted on:
Posted Todayjob requisition :
R016565

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**** JOB FUNCTION /

SUMMARY:

**** Responsible for management, retention, and growth of top Merchant relationships within the bank-owned portfolio. This position serves as a primary point of contact for client escalations with potential material financial, compliance and/or reputational impact to the client and/or company and provides strategic and tactical support for the top revenue generating clients within the assigned Merchant 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 clients’ payment needs, as well as broader business objectives.
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* ESSENTIAL DUTIES & RESPONSIBILITIES:

***** Proactively manage, retain and grow client relationships with Merchant Services revenue greater than $50,000/year within the assigned client portfolio, including account implementation and activation, client training, on-site visits and relationship reviews, ongoing education and training, and other customer management tasks and projects, as required.
* Drive development and effective execution of business strategies for consistently achieving customer loyalty and satisfaction, as well as retention and profitability goals across the Merchant Services customer portfolio.
* Proactively develop and implement policies, procedures and controls to create best-in-class customer experience supported by well-managed, scalable and compliant operational infrastructure.
* Serve as a primary point of contact for Merchant Services VIP clients, business partners and vendors.  Maintain a strong, working relationship with the operational and senior management personnel for assigned clients through proactive outreach.
* Proactively contribute to implementation and development of Merchant Services strategies based on customer insights and direction from Executive Management Team to support growth in client engagement and revenue. Proactively identify changes or enhancements needed to improve the quality of customer experience. Drive improvement in end-to-end customer and associate experience. Identify and remove barriers that slow or prevent the successful attainment of program improvements.
* Ensure regular communication with Executive Management to enable awareness of accomplishments, support needs, and performance issues with the LOB.  Drive development and delivery of customer management reporting necessary to effectively monitor individual processes, LOB and company goals.
* Drive education and training of Merchant Services Relationship Managers, Sales Associates and business partners on Merchant Services Customer Support program and their respective responsibilities in carrying out the program.
* Follow a 360-degree approach to development and use of knowledge and awareness to support LOB growth by promoting and educating direct reports, peers and business partners around Merchant Customer Support, as well as client services-related performance metrics.
* Maintain and consistently apply strong knowledge base of payment card industry, core Card Brand rules and regulations, Merchant Acquiring and Banking technology, products and pricing. Proactively educate clients, direct reports, peers and business partners on the products and services. Understand and stay well informed of industry developments, trends and technology/product…