The relationship manager specialists' Vice President will lead a team of individuals dedicated to the ongoing support and maintenance of the Chase Merchant Services managed portfolio.
The successful candidate will be responsible for ensuring regular SLA's are met and that all procedures and control points are optimized.
Maintaining strong relationships with all internal and external stakeholders to positively influence service levels experienced by our merchant base will be vital to the success of the candidate.
Job Responsibilities
- Directs the management of all account relationship management specialists covering the managed portfolio
- Optimize relationship management specialist work load to align appropriate resources to specific merchant needs
- Drives performance of the relationship management specialist team through effective collaboration, coaching, goal setting and performance management.
- Collaborates effectively with internal departments to ensure a high level of support for the client & staff
- Collaborates effectively with relationship management leaders to swiftly identify, own and resolve specific merchant related issues
- Participates with senior management in defining, developing and executing retention strategies within the portfolio.
- Serve as a Subject Matter Expert to ensure new product and process enhancements are included within the knowledge repository, quality, and tools.
- Work with leadership throughout the organization to address quality gaps and changes to procedures.
Required Skills
Post-secondary degree preferred. In lieu of degree, may have relevant work experience. Generally will have 2+ years of experience of people management experience within account management, sales or operations capacity.
- Experience managing remote & office based employees
- Strong communication skills
- Knowledge of computer software systems including word processing, spreadsheets, bankcard sales or support experience.
- Ability to analyze and research to resolve issues.
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