Relationship Manager

Essential Functions

• 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.
• 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.
• Act as a point of contact for ISA and key accounts to ensure quick resolution of escalated issues.
• Cook up with internal teams to address client concerns promptly and effectively.
• Ensure high-touch service for key accounts to maintain positive relationships.
• Support the development and documentation of procedures to improve business efficiency.
• Provide feedback and recommendations for operational improvements.

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

• Excellent customer service skills.
• Interpersonal skills.
• Excellent verbal and written communication skills.
• The ability to effectively communicate and present information to clients, team members & managers.
• 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.