Merchant Service Associate
3 weeks ago
Chesapeake Bank is a financial institution that excels in the industry and values a fun work environment. Our team has high levels of employee engagement, as demonstrated by our ranking in the top 200 banks in external engagement surveys. We offer competitive benefit plans and prioritize job satisfaction. Chesapeake Bank contributes to local communities through service hours and donations.
Job SummaryThe Client and Partner Success Associate is a key role within the Chesapeake Payment Systems team. This position serves as a front-line point of contact for partners and business clients, managing opportunities to enhance the client experience and communicate internally and externally. The Client and Partner Success Associate cultivates and strengthens relationships to maximize profitability and manage growth and retention.
Responsibilities- Embrace a consultative relationship approach at all organizational levels, fostering strong connections within and outside the bank.
- Ensure ongoing client retention and satisfaction from initial sales handoff to partnership duration.
- Discover, introduce, and execute strategies to boost client satisfaction.
- Manage client expectations and document progress in CRM systems for delivering exceptional service.
- Set and manage open/pending tickets and track client goals within CRM systems.
- Act as an escalation point and resolve client or partner issues.
- Collaborate with the Client Relations Manager and Product team to introduce new solutions and product integrations.
- Work with the business development team, commercial lenders, and branch personnel to ensure seamless integration as a partner in new business development.
- Conduct comprehensive needs analysis for clients to understand their requirements and provide the best possible service.
- Assist with quarterly business reviews and division strategic goals.
- Identify and develop educational opportunities to maintain and increase sales and retention.
- Understand the role in maintaining a compliance culture with risk management processes.
- Orchestrate and manage various projects.
- 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 and management levels.
- Strong time management, organizational, and forecasting skills.
- Performance tracking and reporting skills.
- Motivated and persistent in pursuing excellent client experiences.
- Excellent verbal and written communication skills.
- Ability to travel up to 25% of total working hours.
- Intermediate level proficiency in Microsoft Office programs.
- Basic to Intermediate level understanding of mobile operating systems and application usage.
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Merchant Service Associate
1 day ago
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