Loyalty & Retention Relationship Manager - Vice President

The manager of Loyalty & Retention will lead a team of individuals dedicated to the ongoing support, retention, and proactive servicing of at-risk SMB merchant portfolio. The successful candidate will be responsible for ensuring regular SLA’s are met and that all processes & procedures are optimized. Maintaining strong relationships with all internal and external stakeholders to positively influence service levels experienced by our SMB merchant base will be vital to the success of the candidate.

Essential Duties and Responsibilities

· Directs the management of all account relationship management covering the SMB portfolio

· Drives performance of the relationship management specialist team through effective collaboration, coaching, goal setting and performance management.

· Identifies improvements to existing systems/processes.

· Collaborates effectively with internal departments to ensure a high level of support for merchant & team

· Collaborates effectively with group leaders to swiftly identify, own and resolve specific merchant related issues

· Participates with senior management in defining, developing and executing retention strategies within the SMB 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.

· Cultivates a high performing team & retains top talent through recruitment, training, recognition initiatives and career planning.

· Demonstrates a commitment to a diverse and inclusive culture.

· Maintains an understanding of risks impacting the business; assures appropriate oversight of risk management initiatives; partners with senior management to escalate and resolve risks appropriately.

· Coaches employees to incorporate compliance and controls into merchant discussions as a means of understanding their business.

Qualifications

· 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.

· Bilingualism (French / English) Preferred

· Excellent customer service skills and experience helping merchants with escalated service issues

· Negotiation and sales skills a definite asset

· Complete computer and Microsoft office proficiency a must.

· Professionalism, attention to detail, and creative problem-solving skills

· Solid knowledge of Chase Merchant Services pricing, including Discount Rates, Interchange Differential, Non-Qualified Transaction Processing Fees, Assessment fees, and Association pricing preferred

· Familiarity with Chase Merchant Services systems including Salesforce, PeopleSoft, EBS, and CST an asset