Partner Account Specialist, FinTech

MVB Bank, Inc.; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

HSA/HRA/FSA

Disability Plan

401K Salary Deferral Plan

Wellness Program

Tuition Reimbursement

PTO

Job summary

MVB Bank, Inc. is seeking a Partner Account Specialist in Fintech to provide first-level support for fintech partnerships and day-to-day operations. You’ll gather and relay program information, assist with due diligence, and support reporting while delivering excellent partner service.

You will collaborate with Fintech Senior Relationship Managers and other teams to retain and expand partner relationships, handling moderately complex issues quickly in a fast-paced environment.

Qualifications

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

Responsibilities

• Provides customer service to Partners by identifying needs, offering information on service status, and timely communication.
• Supports development of Partner relationships by building trust and working relationships with stakeholders and internal teams.
• Monitors and reports on internal and Partner SLAs to improve speed to market and satisfaction.
• Facilitates collection of information from Partners for due diligence and risk reviews; ensures timely receipt and follow-up.
• Manages day-to-day Partner interactions: follow-ups, reminders, communications, collateral status checks, and CRM updates.
• Maintains up-to-date Partner files in network folders and CRM tools (box.com, Quickbase, SharePoint).
• Handles change management and issues, keeping open communication throughout Partner life cycle.
• Performs other duties as assigned and collaborates with other MVB lines of business as needed.

Skills

Customer service

Communication

Relationship building

Problem solving

Organizational

Technical aptitude

Verbal and written skills

Card payments disputes knowledge

Education

Bachelor’s degree or equivalent experience

3 years in customer support/financial services/fintech

Tools

CRM tools

box.com

Quickbase

SharePoint

Job description

About Us

Here at MVB, our company culture defines the environment in which Team Members thrive. Our culture impacts a wide range of elements, including our purpose, values, expectations and goals that support growth and engagement – it is the secret sauce of our organization!

Here at MVB, our company culture defines the environment in which Team Members thrive. Our culture impacts a wide range of elements, including our purpose, values, expectations and goals that support growth and engagement – it is the secret sauce of our organization! Our values live at the core of all that we do – Trust, Commitment, Teamwork, Adaptive, Respect, Love and Caring are our foundation for success. MVB Financial Corp. (“MVB Financial” or “MVB”), the innovative financial holding company of MVB Bank, Inc., is publicly traded on The Nasdaq Capital Market® under the ticker “MVBF.” Through its subsidiary, MVB Bank, Inc., (“MVB Bank”) and the bank’s subsidiaries, MVB provides services to individuals and corporate clients in the Mid-Atlantic region, as well as to Fintech, Payment and Gaming clients throughout the United States. For more information about MVB, please visit www.mvbbanking.com. This role can be based remotely. Candidates must reside in one of the following states: West Virginia, Virginia, Texas, Florida, Ohio, Pennsylvania, Maryland, Washington D.C., New York, New Jersey, Arizona, North Carolina, Georgia, or South Dakota.

About The Role

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.

What You’ll Do

• 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.

Education & Work Experience

• 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.
• Card payments industry dispute knowledge and regulations strongly preferred.

Benefits At Mvb

MVB Financial Corp., (“MVB”) offers an excellent selection of benefits for regular, part-time and full-time Team Members, including:

• 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