Merchant Service Associate

2 weeks ago

Williamsburg, Virginia, United States Chesapeake Bank Full time

Overview:

Chesapeake Bank-

Want to build a successful career with a financial institution that excels in the industry and has fun as one of its corporate values? Our team has high levels of employee engagement, proven in yearly external engagement surveys that rank us in the top 200 banks for multiple years running. We offer competitive benefit plans and have high levels of job satisfaction. Chesapeake puts an emphasis on knowing that we are only as strong as the communities we serve, therefore we contribute service hours and money to our local communities.

Chesapeake Payment Systems, a division of Chesapeake Bank, is a merchant card acquirer based in Williamsburg, Virginia. The direct program within Chesapeake Payment Systems is responsible for managing successful relationships with the merchants that process card, ACH, gift, and loyalty transactions.

Talk to us about a career that makes you want to get up and come to work, have fun and make a difference.

Want to read more about why you should join the team, click the link below:

Top 10 Reason You Should Explore a Career with Chesapeake Bank

Summary:

The Client and Partner Success Associate is a key role within the Chesapeake Payment Systems team. This role serves as a front-line point of contact for partners as well as business clients. The Client and Partner Success Associate is expected to manage opportunities to enhance the client experience, communicate, and advocate to fulfill client needs internally and externally. This position is responsible for cultivating and strengthening relationships to maximize profitability and manage growth and retention. Additionally, the position demands tracking within multi-channel CRMs which ensures needs and concerns are met and adequately addressed promptly for our clients. The Client and Partner Success Associate will have the opportunity to work in close collaboration with the Client Relations Manager of the Chesapeake Payment Systems direct merchant services team to ensure and enhance account profitability through the attainment of merchant account goals, driving new program sales, and facilitating contract renewals. The role's contribution to the company's growth and success is truly significant, as it demands the employee to possess exceptional communication skills and the ability to engage in effective sales at all levels of management within the organization. This role encompasses more than just maintaining relationships; it involves actively contributing to the company's growth and success.

Responsibilities:
  • Embrace a consultative relationship approach at all organizational levels, fostering strong connections both within and outside of the bank
  • Ensuring ongoing client retention and satisfaction from the initial sales handoff throughout the entire duration of a partnership
  • Discover, introduce, and execute strategies to boost client satisfaction
  • Consistently managing client expectations and meticulously documenting progress in the bank and division CRM systems is crucial for delivering exceptional service
  • Set and manage open/pending tickets and track client goals within the client organization and bank and division CRM systems
  • Act as an escalation point and ensure the resolution of any client or partner issues
  • Collaborate closely with the Client Relations Manager and Product team to successfully introduce new solutions and exciting product integrations
  • Work closely with the business development team, commercial lenders, and branch personnel to ensure that Chesapeake Payment Systems is seamlessly integrated, as a partner in new business development
  • Ensure comprehensive needs analysis for our clients. This step is vital in understanding their requirements and providing the best possible service to our merchants, partners and various relationships across the industry.
  • Upon request, assist with quarterly business reviews with each assigned client
  • Assist with various tasks to ensure the success of any assigned division strategic goals
  • Identify and develop educational opportunities to maintain and increase sales and retention
  • Understand your role as defined by the three lines of defense to maintain a compliance culture that includes risk management processes
  • Orchestrate and manage various projects
  • All other duties assigned
Requirements:
  • Associates degree or equivalent work experience
  • Minimum 1 year or more of relevant work experience in Sales and/or Client Management
  • Merchant Services Processing experience preferred, but not required
  • Experience developing and maintaining relationships across teams as well as Middle/Senior Management
  • Strong time management, organizational, and forecasting skills are crucial for success
  • Performance tracking and reporting skills
  • Motivated and persistent in pursuing excellent client experiences for our business clients and partner relationship
  • Excellent verbal and written communication skills
  • Ability to travel up to 25% of total working hours
  • Intermediate level proficiency in Microsoft Office programs, including Excel, PowerPoint, Word
  • Basic to Intermediate level understanding of usage and troubleshooting of applications within mobile operating systems (Android and iOS)
  • Ability to learn how to program terminals and other technical administrative functions

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