Client Relationship Manager

About the job

The Merchant Relations Specialist serves as the primary point of contact for merchant partners in the Access Merchant Network. This relationship-focused role combines account management, merchant success, compliance resolution, consultative sales, and retention while delivering exceptional customer service.

This position is responsible for resolving compliance cases submitted by clients, members, or merchants; processing merchant account updates and cancellation requests; maintaining accurate account information; and ensuring merchants continue to receive value from the program. Merchant outreach is primarily driven by compliance cases, inbound merchant requests, and proactive renewal efforts for expired or seasonal offers.

Key Responsibilities

• Manage compliance cases by working directly with merchants to resolve issues.
• Respond to inbound merchant requests via phone and email, including business information changes, contact updates, offer modifications, and cancellation requests.
• Review and process new merchant enrollment requests by evaluating whether the business and promotional offers meet program requirements.
• Proactively renew expired and seasonal merchant offers to maintain active participation in the network.
• Identify, research, and establish contact with new merchant decision-makers when existing contacts are no longer with the company by working with business staff and utilizing online resources.
• Educate new merchant contacts on Access Development, our clients, and how the program works while re-engaging and re-educating existing partners as needed.
• Consult with merchants to identify promotional offers that align with their business goals and customer base while identifying opportunities to strengthen their participation through additional business locations.
• Maintain detailed and timely case and account notes, document all merchant interactions, and ensure merchant information remains accurate and up to date.

Qualifications & Skills

This position requires strong communication, relationship management, organizational skills, attention to detail, and problem-solving abilities, along with the ability to effectively prioritize and manage a high volume of merchant account requests and cases.