Strategic Account Manager, FinTech

MVB Bank; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

MVB Bank is seeking a seasoned professional to lead support within its Digital Gaming business vertical. This remote role focuses on managing client relationships and operational support in financial services, requiring strong analytical, communication, and problem-solving skills. With a focus on client satisfaction, you will play a critical role in driving success for MVB’s fintech initiatives.

Benefits

Medical, Dental and Vision Insurance

Health Savings Account (HSA)

401K Salary Deferral Plan

Education & Tuition Expense Reimbursement

Qualifications

• 8+ years of experience in customer support in financial services required.
• Strong understanding of fintech landscape essential.
• Advanced problem solving and negotiation skills required.

Responsibilities

• Serve as key point of contact for strategic clients, ensuring their needs are met.
• Handle escalated client issues and complaints swiftly.
• Identify and analyze processing issues with client impacts.

Skills

Strong execution

Analytical abilities

Communication

Problem solving

Education

Bachelor’s Degree

Master's Degree (preferred)

Job description

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. We are committed to fostering an environment focused on diversity, equity and inclusion and we welcome Team Members from all walks of life. Join Team MVB today!

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 100% 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, Arkansas, Alabama, Arizona, Delaware, Indiana, North Carolina, Georgia.

ABOUT THE ROLE

This role serves as a lead within the Digital Gaming business vertical by working with internal stakeholders to develop and deliver the support model for MVB Bank’s Fintech Division. 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, managing requests for changes to existing services provided to partners and also working in concert with MVB Sales and Market Development Team to retain and deepen existing client relationships. This role is responsible for identifying and resolving issues of moderate to high complexity. This position is at an advanced professional level and requires strong execution, communication and analytical abilities. This role works independently and requires minimal guidance.

WHAT YOU’LL DO

• Serve as key point of contact for MVB’s strategic clients’ day-to-day needs, fostering strong relationships and working collaboratively to meet their needs and drive success.
• Respond to clients’ questions, troubleshooting, and researching any issues regarding our products and services.
• Handle escalated client issues and complaints, ensuring swift resolution and client expectations and satisfaction.
• Provide information and direction to clients regarding MVB Bank Fintech products, tools and services, program change requests process, and escalation procedures.
• Act as a liaison between clients and internal teams to meet the bank’s first-line and second-line program oversight responsibilities and periodic risk assessments and third-party oversight responsibilities.
• Proactively identify need for guidance and support to clients, offering insights, best practices and recommendations to optimize their use of our payment solutions.
• Business lead in negotiating contract renewals, addendums, and amendments.
• Lead the planning and coordinate periodic business reviews, working with client and internal stakeholders to define meeting objectives and finalize meeting agenda.
• Proficient understanding of ACH and Card Network Operating Rules and Regulations.
• Identify and analyze processing issues with client impacts; consistently communicate situational status and resolution; advise on SLA performance both internally and externally as appropriate.
• Maintain a proficient working knowledge of all products and services (e.g. commercial account analysis, Demand Deposit Account opening and closing, commercial online banking platforms, wire, and Automated Clearing House (ACH) processing, remote deposit capture, and card issuing products.)
• Partner with other MVB lines of business (i.e. Retail, Commercial, and Mortgage) to facilitate cross-selling or up-selling of value added services.

EDUCATION & WORK EXPERIENCE

• Bachelor’s Degree with 8+ years of experience in a customer support role in financial services, payments, software or information services required.
• Or Advanced Degree (e.g. Masters, MBA, JD) with 5+ years of experience in a customer support role in financial services, payments, software or information services required.
• Strong understanding of the fintech and banking landscape, including industry trends, regulations and best practices.
• 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.
• Advanced problem solving/negotiation skills in meeting mutually agreeable outcomes.
• Experience with Digital Gaming is preferred.
• Incumbent may be required to travel 25%(max) of the time.

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
• Nationwide Pet Insurance Coverage

We encourage you to submit an application even if you haven’t performed every job duty listed above, as your skills may be transferrable. MVB is looking for ambitious individuals with related knowledge, understanding and abilities who are willing to learn and grow. What we care about most is allowing you to develop and, in return, you help us become a stronger, more diverse and well-rounded organization.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

About the company

MVB is your trusted partner on the financial frontier, powering your potential and helping you reach your financial goals.

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