Relationship Manager

The Relationship Manager (RM) works with the sales team and is the intermediary between key clients, referral partners, underwriting and internal operations. The RM needs to understand the problems and challenges of clients and identify ways the business could better address those needs. Develops and builds positive, long-term relationships with key clients and partners to keep the business unit informed on developments that can affect these relationships.

The RM is responsible for assisting the sales team with day-to-day workflow and communication to prospects and current clients to help keep the sales team focused on activities that drive in sales. The RM position is designed as a way to evolve into a sales role as the business grows.

Educate and inform clients and partners about the company’s products, services and identify potential opportunities for product expansion and cross-selling. Engage in networking activities such as Chamber of Commerce events, networking groups and other activities designed to build community engagement and connections.

Essential Functions:

1.

Maintaining a deep knowledge of company products and services in order to identify opportunities to grow the relationship. Identifying clients' needs and requirements and proposing suitable solutions. Help to identify key merchant accounts that warrant higher touch service including quarterly, semi-annual, or annual customer satisfaction calls or periodic face-to-face visits where feasible.

2.

Assist in the development of a retention strategy for the client base. Proactively communicates with merchant clients as defined and prioritized by management to gauge customer satisfaction, identify concerns or risks, and implement corrective action. The incumbent will review the merchant’s historical activity, processing environment, transaction qualification, PCI certification status, potential technical issues and/or other areas of concern. Any potential oversights, gaps, complaints or risks identified will be evaluated, discussed with management or other personnel when necessary, and proactive steps will be taken to resolve any issues and retain the account.

3.

Working with internal resources to manage and coordinate the resolution of escalated customer issues. Intent is to ensure key accounts are always able to reach NCMIC personnel directly, and that these merchants receive ongoing high touch attention.

4.

Working with Independent Sales Agent (ISA) channel to facilitate the sales process, and be a resource that ISA’s can rely on to provide support within the scope that NCMIC has agreed to for the program.

5.

Work with sales team and merchant product team to research software products that could augment the suite of solutions offered by NCMIC. Troubleshooting issues from existing customers and facilitating the resolution of saidissues with the help of the various departments within the merchant team.

5.

Performs other job-relates duties as assigned.

Requirements:

Education:

High school diploma. Associate or Bachelor’s degree preferred, but not required.

Experience : Industry experience as a relationship manager, customer service, or a similar role. Understanding of sales processes and ability to function in a sales environment preferred. Understanding of merchant processing attributes that involve pricing, technology and payment solutions.

Skills/Mental Demands : Requires excellent customer service skills, interpersonal skills, Excellent verbal and written communication skills. Must be able to effectively communicate and present information to clients, team members & managers. Have strong PC skills, the ability to learn various computer systems and the merchant services business. Strong organizational skills, analytical and problem-solving skills are a must. Will need to be able to interpret data, problem-solve and have the ability to complete work with little supervision. Must be flexible and have the ability to work with a variety of tasks and employees.

Physical Demands : Continuous sitting for long periods of time, some standing, walking, bending and reaching. Frequent use of fingers and hands to manipulate computers, telephone, office equipment and credit card terminals.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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