Processor Relationship Manager I

The Processor Relationship Manager I is responsible for supporting existing processor partners and supporting the integration of new processor partners; working in client-facing capacities and ensuring successful execution of key initiatives and projects. The Processor Relationship Manager I will be responsible for supporting small processors with few programs. 

PRINCIPAL DUTIES AND RESPONSIBILITIES

1. Serves as the primary contact for assigned processor partners; manages the day-to-day interactions of these relationships. 
2. Develops a deep understanding of each partner's business objectives; identifies and pursues opportunities to expand relationships with existing partners, introducing new products and services that align with their evolving needs. 
3. Manages processor-related tasks during implementation and onboarding for new fintech programs and products.
4. Manages tasks and troubleshoots issues assigned via FreshService, including but not limited to maintaining processor platform capabilities for card processing, ACH, and reporting.
5. Creates, updates, and maintains usernames and passwords for bank employees’ access to partners' admin and customer service tools.
6. Provides support retrieving missing ACH files due to processor delays.
7. Assists with onboarding of new processors and implementation of existing processors’ new programs by maintaining project task lists, building test plans, and providing recommendations for system and process enhancements.
8. Supports the annual Third Party Risk Management framework by collecting and assessing the third-party risk and control documentation required for third party due diligence.
9. 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.  
10. Collaborates with internal teams, including Compliance, Legal, Operations, and Product, to ensure seamless service and prompt issue resolution.
11. Serves as internal subject-matter-expert for questions regarding assigned partners. 
12. Keeps current with payments industry trends, fintech innovations, and relevant regulatory updates, including processor capabilities, network rules, new products, and relevant industry news, to advise internal teams and leadership when needed.
13. Performs other duties as assigned.

EDUCATION AND/OR EXPERIENCE

• Bachelor’s degree in Business, Finance, or a related field, required. 
• 1-3 years’ experience in client relationship management, with an emphasis on payments or fintech industries, required.
• Experience working with large scale clients, required.

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to communicate effectively with internal stakeholders, providing information in a clear, concise and timely manner for project deadlines.
• Ability to build and maintain positive relationships with internal and external teams.
• 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.) 
• 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.