Account Manager

Job Description:
The Account Manager is responsible for the implementation and coordination of new payment processing merchant on-boarding, assisting in the development and documentation of processes and training materials as requested, and client retention. The Account Manager serves as the primary point of contact for onboarding and onboarded merchants assigned to him or her, with emphasis on business and clients related to payment processing and the products and services sold in conjunction with processing services, products, and systems.
Main Job Tasks and Responsibilities:

• Manage, maintain, and grow complex, multi-faceted external and internal client relationships within your assigned client portfolio with superior service and complex problem-solving skills.
• Engage in new payment processing customer onboarding to:

• Oversee development and implementation of custom and standard onboarding/implementation plans to meet client payment processing requirements as they relate to processing of ACH, RDC, Cash Vault/Ordering Management, other forms of Payment transactions.
• Complete setup of, or aid in the setup of, new clients in core system(s) based upon products requested.
• Serve as a liaison between client(s) Account Management, internal teams (Sales, Legal, Compliance, Marketing, etc.), and core system vendor(s) and systems, as needed.
• Make recommendations on technical aspects of payment processing onboarding project/service plan design, as needed.
• Manage client setup, training, and ongoing administrative access requests related to products and services used by assigned suite of clients.
• Complete quarterly, semi-annual, and/or annual business reviews of assigned clients.
• Understand data transmission via SFTP or API (or industry/system knowledge related to any other real-time/near-real-time messaging methodologies) at an enterprise and/or product level.

• Analyze statistical and production client processing volumes to understand:

• Day-to-day client and/or system management and resolution (including issues tracking and Root Cause Analysis, when necessary).
• Product usage/penetration.
• ACH/RDC Return Rate management.
• Process improvement and/or training opportunities.
• Systems enhancements and/or defects and incident management.
• Best Practices as they relate to products and services offered.
• Assist in development of documentation, processes, and reporting to support Payment Processing, as needed, to enhance client experience and to improve internal and external systems and processes.
• Manage query responses via internal systems, email, and telephone to ensure client/merchant requests and concerns are addressed.

• Other responsibilities as reasonably required.

Education and Experience:

• Bachelor’s degree or equivalent from a four-year college or university required.
• Minimum of five years related work experience.
• Knowledge of Payment Processing Operations.
• Knowledge of ACH Services, RDC/x9 File Delivery, Debit/Credit Card Services, and Card Management preferred.
• An understanding of regulatory requirements for financial institutions.

Key Competencies:

• Excellent analytical skills, especially with regards to understanding Account Management and system reporting and analysis.
• Strong work ethic and a positive attitude.

Job Type: Full-time

Work Location: Multiple Locations