The Relationship Manager (RM) is the primary contact for the Costco client relationship with Bank of America Merchant Services. Need to provide the role of a trusted advisor and consultant, responsible for the overall successful relationship with the client as measured by retention, profitability, growth and customer satisfaction level. The RM performs tactical support functions and is involved in strategic functions supporting Bank of America Merchant Services. The RM will be responsible for annual revenue protection and growth, and will perform profitability analysis as needed. Achieve revenue goals for assigned client through proactive up selling of additional products and demonstrating selling skills such as proper fact-finding questioning, proactive listening, appropriate follow up and persistence, and will use sales techniques and presentations to proactively pursue new business or new product lines with the client. They will be responsible for monitoring and assisting with new business implementation monitor and analyze key performance indicators proactively, such as revenue, transaction activity while mitigating negative profitability situations by properly escalating to Business Owner. The RM will familiarize themselves with the contract process and partner with internal contacts to pursue and perform contract renewals for client. Provide ongoing relationship development through documented proactive verbal and written contact within the various levels of the clients organization, including on-site visits, and mandatory site visits to ALL new store openings. Solidify client retention by communicating market trends, providing ad hoc analysis, escalating issue resolution and providing financial analysis to include transactions and card production as applicable. Provide consultative sales servicing in areas of new business, service/profit improvement and new product rollout.They will be responsible for client satisfaction and specific account growth parameters as defined by the business. The RM will provide customer service and be the primary escalation point regarding process improvements, identifying root cause and problem resolution ownership for new and existing business. Deliver training to client, monitor and track performance standards against agreed upon service levels and use consistent best practices methodology as adopted by the Portfolio Management organization. Seek out client feedback through the use of a survey or report card in order to improve or enhance customer service. Problem analysis and ownership for all client issues to include root cause analysis, decision-making and escalation to management.The use of project management skills is needed to regularly assist client with all aspects of their payment processing needs. This position will act as an escalation point for client issues and contract compliance and is responsible for understanding and adhering to stated contractual terms and conditions. The RM manages projects and performs duties and other projects as assigned, leads process improvement programs to contribute and enhance operational excellence within the Portfolio Management Organization.
Demonstrated ability in building and maintaining effective large corporate client relationships - 5 years. Significant experience and solid working knowledge of First Datas platforms, with emphasis on the Prepaid and Atlanta/Buypass platforms. Excellent phone, oral, written and presentation skills (at the executive level). Utilization of consultation skills (sales / service practices). Strong time management and organizational skills. Project management experience Leadership skills. Strong project execution; self motivated and able to work independently with minimal supervision. 4 Year college degree, Masters preferred.