Major Account Manager – Payment Processing

Title: Major Account Manager – Payment Processing

Location: Remote in US

Overview:

Our Client, a leading provider to banks and credit unions, is searching for a Major Account Manager to join their Payment Processing team. The Major Account Manager is responsible for the strategic and day-to-day operational and relationship support of key/large Open Banking accounts. The Major AM is responsible for coordination of client meetings of both an internal and an external nature, tracking and issue resolution as an advocate of the Company while representing the voice of the client, assisting in the development and documentation of processes and training materials as needed, solutions penetration, and client retention. The Major Account Manager serves as the primary point of contact for assigned Open Banking clients, with emphasis on strategic B2B strategic relationships in tech-forward environment as they both relate to the Company’s solutions offerings, solutions, and systems.

Responsibilities:

• Manage, maintain, and grow complex, multi-faceted tech-forward key/large strategic Open Banking clients to accomplish solutions penetration, client support and satisfaction, and client retention
• Serve as a primary point of contact for key/large, assigned accounts, serving as a primary driver and facilitator of work between client(s) Account Management, internal teams (Sales, Legal, Compliance, Marketing, Operations, etc.), and core system vendor(s) and systems, as needed, within your assigned client portfolio with superior service, complex and tech-forward problem-solving skills, and extremely strong work/initiative/recurring call tracking and management
• Oversee development and implementation of custom and standard processes specific to your strategic clients as they relate to processing of ACH, Wire, RDC, and other Payment transaction types
• Complete quarterly, semi-annual, and/or annual business reviews of assigned clients
• Manage client setup, training, and ongoing administrative access requests related to products and services used by assigned suite of 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 Open Banking Account Management, as needed, to enhance client experience and to improve internal and external systems and processes
• Complete setup of, or aid in the setup of, new clients in core system(s) based upon products requested
• Manage query responses via internal systems, email, and telephone to ensure client/merchant requests and concerns are addressed

Requirements:

• Bachelor’s degree or equivalent from a four-year college or university required
• Minimum of five years related work experience within the Payments Space, with emphasis on Banking related to Payment Processing and/or Fintech arena
• Knowledge of Payment Processing Operations
• Knowledge of ACH Services, RDC/x9 File Delivery, Debit/Credit Card Services, and Card
• Management, and API and SFTP preferred
• An understanding of regulatory requirements for financial institutions
• Excellent analytical skills, especially with regards to understanding Account Management and system reporting and analysis
• Strong work ethic and a positive attitude.