The Emerging Payments Relationship Manager is responsible for management, retention, and growth of top commercial card relationships within bank-owned portfolio. This position serves as the primary point of contact for both tactical Level 2 (inquiries and issues that have a potential material financial, compliance, and/or reputational impact to the client and/or company) and strategic support for high-value clients within assigned portfolio, including but not limited to coordinating client implementations and projects, identifying, analyzing, and resolving operational issues, identifying growth opportunities, ensuring appropriate follow-up communications with internal and external stakeholders, and collaborating with others to meet the client’s commercial card needs, as well as broader business objectives.

**ESSENTIAL DUTIES & RESPONSIBILITIES:**

• Proactively manage, retain, and grow client relationships with commercial card revenue within the assigned client portfolio.
• Assist with developing and executing strategy for consistently achieving customer loyalty and satisfaction, retention, and profitability goals.
• Ensure client satisfaction by delivering best-in-class service through effective communication, swift resolution of customer inquiries and requests, sound decision making, and problem solving.
• Proactively seek to create best-in-class customer experience supported by well-managed and compliant operational infrastructure.
• Serve as primary point of contact for implementations, projects, customer support escalations for VIP clients, business partners, and vendors. Proactively contact assigned clients on a regular basis to maintain a strong, working relationship with clients’ operational and senior management personnel.
• Manage assigned high-value client relationship, including account implementation and, training, ongoing education and training, and other customer management tasks as required.
• Maintain a strong knowledge base of Emerging Payments products and pricing. Educate clients and business partners on the products and services.
• Serve as an escalation point for Emerging Payments Client Experience team.
• Collaborate with key internal and external constituents to implement efficient and scalable processes, effective communication, and teamwork.
• Contribute to the implementation and development of Emerging Payments strategies based on customer insights and direction from Senior Management team to support growth in client engagement and revenue. Proactively identify changes or enhancements needed to improve the quality of customer experience. Support improvement in end-to-end customer and associate experience.
• Ensure regular communication with Senior Management to enable awareness of accomplishments, support needs, and performance issues with the LOB. Assist with customer management reporting necessary to effectively monitor individual processes, business unit, and company goals.
• Understand and stay informed of industry developments, trends, and technology/product advances as well as revising initiatives to meet developing competitive and industry risks. Leverage the vendor community, industry events and forums, and benchmarking to best-in-class providers.
• Contribute to the development of new product offers, technology, or business growth opportunities through continuous monitoring of customer and business partner feedback, market trends, and competitor activities.
• Identify and remove barriers that slow or prevent the successful attainment of program improvements.

**SUPERVISORY RESPONSIBILITIES:** None