Banking as a Service (BaaS) Relationship Manager

The Banking as a Service (BaaS) Relationship Manager is responsible for managing and retaining Fintech programs while serving as the primary point of contact for assigned clients. This role focuses on building trusted relationships, supporting onboarding and ongoing program execution, and delivering a high-quality client experience that drives satisfaction, retention, and long-term program success. The Relationship Manager partners closely with the BaaS Relationship Manager Team Lead and cross-functional teams to deliver responsive service, support program growth, and contribute to onboarding new Fintech partnerships.

This role independently manages day-to-day client interactions, proactively identifies client needs, and collaborates with internal stakeholders to resolve issues and enhance program performance. A working knowledge of BaaS products, payment processes, and Fintech operations is essential to ensure operational excellence and effectively support client offerings.

Job Responsibilities

Client Relationship Management

• Serve as the primary point of contact for assigned Fintech clients utilizing the BaaS platform.
• Support onboarding of new Fintechs and guide them toward customer-facing and market-live status.
• Build and maintain strong client relationships to support retention and contract renewals.
• Monitor and analyze client activity to identify opportunities for platform improvements and increased adoption.

Compliance & Risk Management

• Ensure adherence to KYC, AML, transaction monitoring, and other risk parameters.
• Manage the collection of required monthly reporting and escalate non-conformity as needed.
• Monitor marketing and compliance activities using third-party resources.
• Ensure compliance with all applicable federal, state, and local regulations.

Operational Excellence & Process Support

• Prepare and deliver reporting and/or presentation materials regarding the bank’s Fintech portfolio.
• Track program performance metrics and identify opportunities for process improvement.
• Collaborate with the BaaS Relationship Manager Team Lead and internal stakeholders to support growth initiatives.
• Stay current with industry trends, regulations, and best practices.

Additional Duties

• Perform other responsibilities as assigned by BaaS Leadership.

Knowledge/Skills/Experience Requirements

• High school diploma or equivalent required; college degree preferred.
• Proven experience as a Relationship Manager or similar client-facing role.
• Understanding of BaaS, FBO account structures, card issuing platforms, ACH/Wire origination, and industry trends preferred.
• Excellent communication, problem-solving, and organizational skills.
• Strong business development and customer service skills.
• Advanced computer literacy and technical aptitude.

Physical Demands/Conditions Requirements

• General office environment.
• Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required.

Equipment Used

• General office equipment.

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.