The Merchant Service Relationship Manager is responsible for building and maintaining strong relationships with merchants, ensuring exceptional service and support, and driving the success of merchant accounts. This role involves managing key accounts, addressing merchant needs, and facilitating the growth of merchant services by providing strategic guidance and support.
Key Responsibilities:
Account Management:
Develop and maintain strong relationships with a portfolio of merchant accounts.
Act as the primary point of contact for merchants, addressing inquiries, resolving issues, and providing ongoing support.
Understand each merchant's business model and needs to deliver tailored solutions and recommendations.
Client Onboarding & Integration:
Oversee the onboarding process for new merchant accounts, ensuring a smooth transition and successful implementation of merchant services.
Coordinate with internal teams to facilitate the integration of merchant services with the merchant's existing systems and processes.
Performance Monitoring & Optimization:
Monitor merchant account performance, including transaction volumes, processing issues, and compliance.
Provide insights and recommendations to merchants to optimize their use of merchant services and enhance their overall performance.
Proactively identify opportunities for upselling or cross-selling additional services or products that align with the merchant's needs.
Customer Service & Support:
Deliver high-quality customer service by addressing merchant concerns promptly and professionally.
Manage and resolve escalated issues or conflicts with merchants, ensuring satisfactory outcomes.
Conduct regular check-ins and reviews with merchants to gauge satisfaction and address any ongoing needs.
Strategic Planning & Development:
Collaborate with merchants to develop and implement strategies that drive mutual growth and success.
Analyze market trends and competitive landscape to provide strategic recommendations for improving merchant services.
Participate in the development of new merchant service offerings and enhancements based on merchant feedback and industry trends.
Reporting & Documentation:
Prepare and present regular reports on merchant account performance, satisfaction, and key metrics to senior management.
Maintain accurate and up-to-date records of merchant interactions, agreements, and account details.
Document and track key action items and follow-ups from client meetings and interactions.
Training & Education:
Educate merchants on the features and benefits of merchant services, ensuring they are aware of and utilize available tools and resources.
Conduct training sessions or webinars for merchants to enhance their understanding and use of merchant services.
Qualifications:
Bachelor's degree in Business Administration, Finance, Marketing, or a related field. Advanced degree or relevant certification is a plus.
Proven experience in account management, client relations, or a related role within the merchant services or financial services industry.
Strong understanding of merchant services, payment processing, and related technologies.
Excellent communication and interpersonal skills, with the ability to build and maintain positive relationships with merchants.
Strong problem-solving skills and the ability to handle complex issues and negotiations.
Proficiency in CRM software and standard office applications (e.g., MS Office).
Ability to work independently, manage multiple priorities, and meet deadlines.
Working Conditions:
Full-time position with standard office hours. Occasional travel may be required for client meetings or industry events.