Partner Account Specialist, FinTech

MVB Bank • ,

17h • Remote

About The Position

The Partner Account Specialist, Fintech position will play a key role as a member of the Fintech Partner Services team at MVB. This role provides first-level support to MVB’s Fintech partnerships, including day-to-day operations and product support, gathering and disseminating program-related information to internal teams, routing documentation and aggregating data for reporting while providing excellent customer service and partner advocacy. This includes day-to-day operations and product support, back office support and customer performance reporting. This role is responsible for supporting and qualifying new business opportunities for existing fintech partners, also working in concert with the Fintech Senior Relationship Managers and other internal teams to retain and deepen existing Partner relationships. This role is responsible for identifying and resolving issues of moderate complexity. This role requires excellent communication skills, a willingness to collaborate with others, and the ability to solve problems quickly in a fast-paced, energized work environment.

Requirements

• Bachelor’s degree or equivalent experience.
• Requires a minimum of 3 years’ experience in a customer support role in financial services, payment card, and/or fintech business.
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
• Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
• Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions.
• Strong verbal, written, presentation and interpersonal skills are required.

Nice To Haves

• Card payments industry dispute knowledge and regulations strongly preferred.

Responsibilities

• Provides customer service to Partners by identifying and responding appropriately to their needs, providing information on the status of Partner requests, answering questions about services or products, and communicating with them in a timely manner.
• Supports the development of strong Partner partnerships by building trust, rapport, and strong working relationships with key stakeholders and internal team members.
• Monitors and reports on both internal and Partner SLAs to foster speed to market and partner satisfaction.
• Facilitates collection of information from Partners for completing due diligence and various risk reviews. Ensures information is received timely and proactively follows-up as needed.
• Facilitates day-to-day Partner interactions including but not limited to conducting follow-ups and send reminders, facilitates general Partner communication on behalf of the department, conducts marketing collateral status checks/escalations, facilitates complaint workflow, ensures Partner Overviews and contact lists are up to date, facilitates card closure and compromised card requests, compiling quarterly business review data.
• Leverages internal tools to maintain up to date Partner files and accurate records in designated network folders and CRM tools (box.com, Quickbase, SharePoint, etc.)
• Fields Partner requests and handles change management, issues/problems promptly. Maintains and builds open communication for the duration of the Partner life cycle.
• Performs other duties as assigned.
• Partner with other MVB lines of business as needed to support Partner initiatives.

Benefits

• Medical, Dental and Vision Insurance
• Health Savings Account (HSA), Health Reimbursement Account (HRA) & Flexible Spending Accounts (FSA)
• Short- and Long-Term Disability Plan
• Group Life Insurance
• 401K Salary Deferral Plan
• Wellness Program
• Education & Tuition Expense Reimbursement
• PTO and Unique Vacation Purchase Program
• Nationwide Pet Insurance Coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level