Senior Partner Relationship Manager, FinTech
About the position
This role serves as a lead within the Fintech business by working with Fintech partners to develop and deliver the support model for MVB Bank’s Fintech Division. This includes day-to-day operations and product support, back-office support and customer performance reporting. This role is responsible for supporting and qualifying new business opportunities, managing requests for changes to existing services provided to partners and also working in concert with MVB Internal Teams to retain and deepen existing client relationships, while driving business growth & revenue. This role is responsible for identifying and resolving issues of moderate to high complexity. This position is at an advanced professional level and requires strong execution, communication and analytical abilities. This role works independently and requires minimal guidance.
Responsibilities
• Serve as key point of contact for MVB’s Partners’ day-to-day needs, fostering strong relationships and working collaboratively to meet their needs and drive success.
• Know and understand assigned partners’ business model and contractual obligations.
• Respond to Partners’’ questions, troubleshooting, and researching any issues regarding our products and services.
• Handle escalated Partner issues and complaints, ensuring swift resolution and Partner
• Provide information and direction to clients regarding MVB Bank Fintech products, tools and services, program change requests process, and escalation procedures.
• Act as a Subject Matter Expert of both and your assigned relationships.
• Act as a liaison between partners and internal teams at MVB
• Support to the bank’s first line and second-line program oversight responsibilities and periodic risk assessments and third-party oversight responsibilities.
• Proactively identify need for guidance and support to partners, offering insights, best practices and recommendations to optimize their use of our payment solutions.
• Business lead in negotiating contract renewals, addendums, and amendments independently or in collaboration with Vertical Lead and/or Executive Management.
• Lead the planning and coordinate periodic business reviews, working with client and internal stakeholders to define meeting objectives and finalize meeting agenda.
• Identify, analyze and document issues with client impacts; consistently communicate situational status and resolution; advise on SLA performance both internally and externally as appropriate.
• Maintain a proficient working knowledge of all products and services (e.g. commercial account analysis, Demand Deposit Account opening and closing, commercial online banking platforms, wire, and Automated Clearing House (ACH) processing, remote deposit capture, and card issuing products.
• Partner with other MVB lines of business to facilitate cross-selling or up-selling of value-added services.
Requirements
• Bachelor’s Degree with years 5+ years of experience in a customer support role in financial services, payments, software or information services required.
• Or Advanced Degree (e.g. Masters, MBA, JD) with 3+ years of experience in a customer support role in financial services, payments, software or information services required.
• Or a combination of education and experience to equal or exceed the requirement
• Strong understanding of the fintech and banking landscape, including industry trends, regulations and best practices.
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions.
• Strong verbal, written, presentation and interpersonal skills are required.
• Advanced problem solving/negotiation skills in meeting mutually agreeable outcomes.
• Incumbent may be required to travel 25%(max) of the time
Benefits
• Medical, Dental and Vision Insurance
• Health Savings Account (HSA), Health Reimbursement Account (HRA) & Flexible Spending Accounts (FSA)
• Short- and Long-Term Disability Plan
• Group Life Insurance
• 401K Salary Deferral Plan
• Wellness Program
• Education & Tuition Expense Reimbursement
• PTO and Unique Vacation Purchase Program
• Nationwide Pet Insurance Coverage
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Apply To this Job
This role serves as a lead within the Fintech business by working with Fintech partners to develop and deliver the support model for MVB Bank’s Fintech Division. This includes day-to-day operations and product support, back-office support and customer performance reporting. This role is responsible for supporting and qualifying new business opportunities, managing requests for changes to existing services provided to partners and also working in concert with MVB Internal Teams to retain and deepen existing client relationships, while driving business growth & revenue. This role is responsible for identifying and resolving issues of moderate to high complexity. This position is at an advanced professional level and requires strong execution, communication and analytical abilities. This role works independently and requires minimal guidance.
Responsibilities
• Serve as key point of contact for MVB’s Partners’ day-to-day needs, fostering strong relationships and working collaboratively to meet their needs and drive success.
• Know and understand assigned partners’ business model and contractual obligations.
• Respond to Partners’’ questions, troubleshooting, and researching any issues regarding our products and services.
• Handle escalated Partner issues and complaints, ensuring swift resolution and Partner
• Provide information and direction to clients regarding MVB Bank Fintech products, tools and services, program change requests process, and escalation procedures.
• Act as a Subject Matter Expert of both and your assigned relationships.
• Act as a liaison between partners and internal teams at MVB
• Support to the bank’s first line and second-line program oversight responsibilities and periodic risk assessments and third-party oversight responsibilities.
• Proactively identify need for guidance and support to partners, offering insights, best practices and recommendations to optimize their use of our payment solutions.
• Business lead in negotiating contract renewals, addendums, and amendments independently or in collaboration with Vertical Lead and/or Executive Management.
• Lead the planning and coordinate periodic business reviews, working with client and internal stakeholders to define meeting objectives and finalize meeting agenda.
• Identify, analyze and document issues with client impacts; consistently communicate situational status and resolution; advise on SLA performance both internally and externally as appropriate.
• Maintain a proficient working knowledge of all products and services (e.g. commercial account analysis, Demand Deposit Account opening and closing, commercial online banking platforms, wire, and Automated Clearing House (ACH) processing, remote deposit capture, and card issuing products.
• Partner with other MVB lines of business to facilitate cross-selling or up-selling of value-added services.
Requirements
• Bachelor’s Degree with years 5+ years of experience in a customer support role in financial services, payments, software or information services required.
• Or Advanced Degree (e.g. Masters, MBA, JD) with 3+ years of experience in a customer support role in financial services, payments, software or information services required.
• Or a combination of education and experience to equal or exceed the requirement
• Strong understanding of the fintech and banking landscape, including industry trends, regulations and best practices.
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions.
• Strong verbal, written, presentation and interpersonal skills are required.
• Advanced problem solving/negotiation skills in meeting mutually agreeable outcomes.
• Incumbent may be required to travel 25%(max) of the time
Benefits
• Medical, Dental and Vision Insurance
• Health Savings Account (HSA), Health Reimbursement Account (HRA) & Flexible Spending Accounts (FSA)
• Short- and Long-Term Disability Plan
• Group Life Insurance
• 401K Salary Deferral Plan
• Wellness Program
• Education & Tuition Expense Reimbursement
• PTO and Unique Vacation Purchase Program
• Nationwide Pet Insurance Coverage
Apply tot his job
Apply To this Job