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Client Relationship Manager

2 months ago

Jacksonville, Florida, United States PAYSAFE Full time

About Paysafe:

Paysafe is a leading payments platform with a strong track record of serving businesses and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With a long history of online payment experience, a significant annualized transactional volume, and a global presence, Paysafe connects businesses and consumers across multiple payment types and currencies.

Our Vision:

We are a team inspired by a unified vision and propelled by passion. We are looking for an experienced Executive Client Liaison to help us fuel accelerated growth.

Job Summary:

The main function of an Executive Client Liaison is to service top Paysafe partner accounts, exceeding client expectations while resolving their issues pertaining to their merchant portfolio. This role is complementary to our sales efforts and has a direct impact on future revenue. The individual must focus on quality, pricing, and product differentiation, creating and retaining partner loyalty by providing a differentiated experience through rapport and industry expertise.

Key Responsibilities:

  • Provide consistent, timely, and accurate information to our partners
  • Assist agents with technical questions
  • Articulate how a new account is received, underwritten, and booked
  • Answer questions regarding underwriting guidelines
  • Answer questions regarding card processing industry and products
  • Adhere to company and department attendance and punctuality policies and procedures
  • Evaluate competitors' financial statements and create cost comparisons
  • Respond to and resolve complaints and conflicts
  • Handle operational details
  • Explain policies and procedures
  • Explain and consolidate residuals
  • Research merchant accounts on partners' behalf
  • Work as a liaison for our partners with internal departments
  • Work as an initial escalation point for partner issues
  • Track and report daily individual representative Salesforce cases, calls taken, logged-in time, and rolled calls
  • Track and report daily/weekly/monthly department statistics, including Salesforce cases and accumulated calls

Requirements:

  • Ability to handle higher-level tasks, including being proactive to solve issues, working with members of management, and influencing the actions of others
  • Extremely organized and detail-oriented
  • Excel in a fast-paced environment and ability to meet deadlines
  • Able to handle multiple tasks simultaneously
  • Dependable with strong follow-through skills
  • Ability to handle difficult phone calls and remain calm and courteous under pressure
  • Excellent written and verbal communication skills
  • Good data entry and keyboard skills
  • Knowledge of agent/ISO/ISV business models
  • Ability to own issues and see them through resolution
  • Sense of urgency in actions and responsiveness to clients
  • Support and service mindset always
  • Be a good corporate citizen

Experience and Education:

  • Bachelor's Degree or 4 years equivalent industry experience
  • 2 years bankcard experience
  • Minimum 1 year in a sales support role with proven progressive responsibility and leadership capabilities
  • Customer service/relationship building experience
  • Leadership or supervisory experience a plus, but not required
  • Merchant acquisition/processing experience