Partner Account Specialist, FinTech

This is a fully remote position, open to applicants in Arizona, +12 more states.

📋 Description

• Deliver first-level support to MVB’s Fintech partnerships, encompassing daily operations and product assistance.

• Collect and share program-related details with internal teams.

• Manage documentation and compile data for reporting purposes.

• Offer customer service and act as an advocate for partners.

• Assist in identifying and qualifying new business opportunities for current fintech partners.

• Collaborate with Fintech Senior Relationship Managers and internal teams to enhance and maintain Partner relationships.

• Recognize and address issues of moderate complexity.

• Address Partner inquiries, provide status updates on requests, respond to service and product questions, and communicate promptly.

• Build trust, rapport, and effective working relationships with key stakeholders and internal team members.

• Monitor and report on internal and Partner Service Level Agreements (SLAs).

• Facilitate the collection of Partner information for due diligence and risk assessments, ensuring follow-up as necessary.

• Oversee daily Partner interactions, including follow-ups, reminders, communication, marketing materials status updates, escalations, complaint workflows, Partner Overview and contact list updates, card closure, and compromised card requests, as well as quarterly business review data compilation.

• Maintain up-to-date Partner files and accurate records in box.com, Quickbase, SharePoint, designated network folders, and CRM tools.

• Address Partner requests, manage change, and resolve issues promptly.

• Keep open lines of communication throughout the Partner lifecycle.

• Collaborate with other MVB business lines to support Partner initiatives.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree or equivalent experience.

• A minimum of 3 years’ experience in a customer support role within financial services, payment card, and/or fintech sectors.

• Must be a self-starter with demonstrated skills in organizational, conceptual, and logical problem-solving.

• Customer-focused mindset with a proven track record of establishing productive working relationships with staff and management at all levels.

• Ability to prioritize and manage customer expectations effectively.

• Capable of working both collaboratively in a team and independently.

• Strong technical aptitude with the capacity to absorb technical information and apply it to business solutions.

• Excellent verbal, written, presentation, and interpersonal communication skills.

• Knowledge of card payments industry disputes and regulations is highly preferred.

• Candidates must reside in West Virginia, Virginia, Texas, Florida, Ohio, Pennsylvania, Maryland, Washington D.C., New York, New Jersey, Arizona, North Carolina, Georgia, or South Dakota.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Health Savings Account (HSA), Health Reimbursement Account (HRA), and Flexible Spending Accounts (FSA).

• Short- and Long-Term Disability Plan.

• Group Life Insurance.

• 401K Salary Deferral Plan.

• Wellness Program.

• Education & Tuition Expense Reimbursement.

• Paid Time Off (PTO) and Unique Vacation Purchase Program.

• Nationwide Pet Insurance Coverage.