Client Relationship Manager III

The Client Relationship Manager III (CRM) is responsible for managing and nurturing relationships with the Bank’s existing fintech partners; ensuring the successful execution of key initiatives and projects. As the primary contact for these partners, the CRM will manage daily interactions and align the Bank’s services with partners’ needs, driving operational excellence across all aspects of the relationship.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Serves as the primary contact for assigned fintech partners; manages daily communications and functions of these relationships.
• Develops a deep understanding of each partner's business objectives, and aligns the Bank's products and services to support their goals. Coordinates and leads initiatives that enhance partner operations, drive revenue growth, and improve overall performance.
• Identifies and pursues opportunities to expand relationships with existing partners, introducing new products and services that align with their evolving needs.
• Provides expert guidance on product features, compliance requirements, and industry trends, addressing any partner needs.
• Collaborates with internal teams, including compliance, legal, product, and operations, to ensure seamless service delivery and prompt issue resolution.
• Facilitates regular calls and meetings with partners and internal teams to track progress, address challenges, and identify opportunities for optimization.
• Documents and maintains detailed records of program concepts, product information, and company-related data to ensure accurate and up-to-date information is readily available for internal teams, partners, auditors and/or examiners.
• Directs partners in maintaining a good corporate compliance culture while being the partner’s advocate with the Bank, including resolving any issues that arise with proposals, or counter proposals that may directly affect the relationship of the partner and Bank.
• Stays informed about updates within the Payments industry, including processor capabilities, network rules, new products, and relevant industry news, to provide expert advice to internal bank teams and management when needed.
• Oversees and participates in quality assurance testing for partner-related projects, ensuring that all deliverables meet established standards and are aligned with the scope of the project.
• Participates in proposal development for new and current Program Managers for short and long-term growth of the partner and the Bank.
• Directly responsible for final sign-off prior to any new program, and/or changes to existing programs, being placed into production.
• Responsible for traveling for onsite meetings with partners, as applicable.
• Performs other duties as assigned.

EDUCATION AND/OR EXPERIENCE

• Bachelor’s degree in Business, Finance, or a related field, required, Master of Business Administration, preferred.
• 5-7 years’ experience in client relationship management role, with an emphasis on payments or fintech industries, required
• Proven experience in managing strategic partnerships and driving client success, required.
• Experience working with payment platforms or fintech lending companies, required.

KNOWLEDGE, SKILLS, AND ABILITIES

• Exceptional understanding of the payments industry, including payment processing, network rules, fintech products, and banking regulations.
• Proficient in project management tools and CRM software (Smartsheet, JIRA, etc.)
• Strong interpersonal and communication skills, with the ability to build and maintain positive relationships with clients and internal teams.
• Analytical mindset with the ability to assess partner needs, identify trends, and develop strategic recommendations.
• Ability to work independently, manage multiple priorities, and meet deadlines in a fast-paced environment.