Relationship Manager (Premier)

Please provide salary requirements.


Purpose: Proactive, corporate level communication with assigned customers to promote a merchant advocacy role.


Duties:
•Responds to merchant inquiries in a timely fashion as required by departmental Service Level Agreements. Voice mails and e-mails to be returned the same business day of receipt.
•Partners with Key Account Representative to ensure that all customer needs and expectations are met.
•Travels as needed to visit merchants.
•Maintains a current Profile for each assigned account to include all pertinent information and aspects of relationship.
•Creates and maintains thorough, accurate documentation relating to each assigned account. i.e. telephone logs, major issues, call reports, weekly/monthly reports
•Assists Top merchants with 3rd party vendor processing issues.
•Identifies and coordinates the training needs of the customer with regards to billing, chargebacks, products, interchange or general understanding of the bankcard industry.
•Addresses any issues escalated internally or by the customer with appropriate department/manager pertaining to Billing, Funding, Chargebacks, Products, Reporting or overall customer service.
•Monitors Interchange Qualification using monthly reporting to proactively identify, address and limit any financial impact to the customer and/or Global Payments.
•Monitors Chargeback activity using monthly reporting to identify and address “trends” with customer.
•Communication regarding industry-operating regulations to ensure compliance by the customer.
•Performs Rate Reviews to include obtaining Special Pricing where appropriate.
•Partners with Sales to address RFP and/or Contract negotiations involving assigned accounts.
•Communication and implementation of any pricing changes due to Visa and MasterCard revisions or those initiated by Global Payments.
•Coordinates the set up of additional locations to include completion of paperwork and follow up of entire process.
•Processes equipment/software requests to ensure proper set up and billing.
•Responsible for communication with merchant regarding beneficial products to include both existing product enhancements and new product releases.
•Responsible for proactive communication with merchants regarding scheduled system outages to minimize impact to the customer.
•Available via cell phone as needed.
•Perform other duties and responsibilities as assigned.Job Requirements
•Must be dependable; demonstrate initiative and a positive attitude.
•Ability to follow all company policies and procedures, as well as, internal departmental procedures.
•Ability to work in team driven environment yet is able to work independently.
•Must have excellent organizational and interpersonal communication skills (written and oral).
•Associates Degree or equivalent work experience.
•Previous Account Management experience required.
•Bankcard industry experience preferred.
•Ability to make accurate, independent decisions based on data provided.
•Willingness to take ownership for own work
•Ability to multitask in a fast pace environment.
•Windows/PC experience required.
•Ability to follow through and meet deadlines consistently.