Support the retention and growth of the CFI portfolio by maintaining strong, proactive relationships with assigned FI clients.
Monitor merchant activity and service queues for assigned FI clients, including open tickets, resolutions, and escalations.
Own direct resolution of escalated inquiries for merchants and FI clients, maintaining clear, concise communication on complex topics.
Maintain accurate and current client and merchant information, including contracts, communication logs, and product matrices.
Collaborate with internal teams to ensure client issues are resolved thoroughly and within agreed timeframes.
Document client interactions, root causes, and solutions in designated systems for future reference and trend analysis.
Educate FI clients on relevant industry information and provide training on products, reporting, and self-service tools.

2+ years of experience in customer service, relationship management, sales, or business development within payments, financial services, or a related environment.
2+ years of experience researching and resolving complex client issues or escalations, including documenting outcomes in case management or ticketing tools.
Experience using Microsoft Office Suite, including creating and updating documents in Word, analyzing or tracking data in Excel, and managing professional communications in Outlook.
High school diploma, General Education Development (GED) certificate, or higher, or equivalent combination of education, related experience, and/or military experience.
2-year degree in business, finance, communications, or a related field, or equivalent combination of education, related experience, and/or military experience.

Professional development opportunities
Continuous learning and development through training programs and on-the-job experiences

Client Experience Manager

Key skills