Relationship Manager

Position Purpose: The Relationship Manager (RM) will play a key role in supporting the Independent Sales Agent (ISA) channel, including the Financial Institution (FI), by serving as a critical link between key clients, referral partners, underwriting, and internal operations. The RM will work to understand the unique challenges of each client, identify opportunities for the business to better meet their needs, and build strong, long-term relationships with key partners and clients. The RM will also keep the business unit informed of any developments that may impact these relationships. This position also presents a pathway to transition into a sales role as the business grows.

Additionally, the RM will educate partners and clients on the company’s products and services, identify cross-sell opportunities, and engage in community networking activities such as Chamber of Commerce events and business networking groups to build stronger connections.

Essential Functions:

Client Relationship Management

• Maintain a deep understanding of company products and services to identify opportunities for business growth.
• Assess client needs and propose suitable solutions to strengthen the relationship.

· Identify high-value merchant accounts that require enhanced support, including scheduled check-ins (quarterly, semi-annual, or annual) and in-person visits where feasible.

· Maintain knowledge of Card Brand High Risk Program rules and communicate them to identified clients.

Retention Strategy Development

• Assist in creating and implementing a client retention strategy.
• Proactively engage with clients to gauge satisfaction, identify risks or concerns, and implement solutions.
• Analyze client activity, transaction patterns, PCI compliance, and technical issues to uncover gaps or risks.

Issue Resolution and Escalation Management

• Act as a point of contact for ISA and key accounts to ensure quick resolution of escalated issues.
• Coordinate with internal teams to address client concerns promptly and effectively.
• Ensure high-touch service for key accounts to maintain positive

Process Improvement and Efficiency

· Support the development and documentation of procedures to improve business efficiency.

· Provide feedback and recommendations for operational improvements.

Other Duties as Assigned

· Handle additional tasks and projects as directed by management.

Requirements:

• Education: High school diploma. Associate or Bachelor’s degree preferred but not required.
• Experience: Experience as a relationship manager, customer service, or a similar role. Understanding of sales processes and ability to function in a sales environment preferred.

Skills: Requires excellent customer service skills, interpersonal skills, Excellent verbal and written communication skills. Must be able to effectively communicate and present information to clients, team members & managers. Have strong PC skills, the ability to learn various computer systems and the merchant services business. Strong organizational skills, analytical and problem-solving skills are a must.

Mental Demands: Will need to be able to interpret data, problem-solve and have the ability to complete work with little supervision. Must be flexible and have the ability to work with a variety of tasks and employees.

Physical Demands: Continuous sitting for long periods of time, some standing, walking, bending and reaching. Frequent use of fingers and hands to manipulate computers, telephone, office equipment and credit card terminals.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities


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