Merchant Services - Relationship Manager Associate

Act as the face of the firm to keep clients up to date on payment trends, regulations, solutions, and to connect clients to the right experts and stakeholders on various tasks including cross sales and issue resolutions.

Directs the management of all account relationships within an assigned portfolio, through strategic planning, face-to-face/verbal/written communication, regular status reporting, ongoing maintenance of portfolio database, keeping up-to-date with key metrics, and taking ownership of client issues.

Job Responsibilities:

• Develop and maintain strong relationships with a portfolio of key clients, understanding their payment processing needs, and ensuring satisfaction
• Acts as payment processing advisor and primary point of contact for client enquiries, concerns, and escalations
• Monitor, oversee and analyze payment processing activities, present recommendations, and work with clients to optimize cost and payment performance
• Create and execute strategic account plans, including identifying opportunities to sell value-added products or services to existing accounts
• Liaise with internal departments to ensure a high level of support for the client on resolving software, hardware, and policy issues
• Coordinates with other business partners to ensure a unified account management strategy
• Stay abreast of regulatory requirements, industry trends, best practices
• Champion a customer-centric approach, ensure timely and accurate resolution of client inquires, foster culture of excellence, responsiveness, and collaboration

Qualifications:

• Ability to negotiate contracts in both French and English is required
• Bachelor's degree in business administration, finance, accounting, marketing or other related fields. In lieu of degree, must have relevant work experience
• Typically will have 5 years of experience within corporate account management, sales or contract negotiations
• Working knowledge of Payments Processing industry and procedures
• Working knowledge of computer software systems including word processing, spreadsheets, databases
• Ability to provide professional and interpersonal communication when interacting with others
• Ability to enhance revenue and market share through effective use of relationship management skills
• Experience overseeing projects or managing portfolios would be an asset
• Ability to analyze and research to resolve complex issues