Senior Partner Relationship Manager, FinTech

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!

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 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

This role serves as a lead within the Fintech business by working with Fintech partners 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 Internal Teams to retain and deepen existing client relationships, while driving business growth & revenue. 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 Partners’ day-to-day needs, fostering strong relationships and working collaboratively to meet their needs and drive success.
• Know and understand assigned partners’ business model and contractual obligations.
• Respond to Partners’’ questions, troubleshooting, and researching any issues regarding our products and services.
• Handle escalated Partner issues and complaints, ensuring swift resolution and Partner  
• Provide information and direction to clients regarding MVB Bank Fintech products, tools and services, program change requests process, and escalation procedures.
• Act as a Subject Matter Expert of both and your assigned relationships.
• Act as a liaison between partners and internal teams at MVB
• Support to 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 partners, offering insights, best practices and recommendations to optimize their use of our payment solutions.
• Business lead in negotiating contract renewals, addendums, and amendments independently or in collaboration with Vertical Lead and/or Executive Management.
• Lead the planning and coordinate periodic business reviews, working with client and internal stakeholders to define meeting objectives and finalize meeting agenda.
• Identify, analyze and document 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 to facilitate cross-selling or up-selling of value-added services.

EDUCATION & WORK EXPERIENCE

• Bachelor’s Degree with years 5+ 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 3+ years of experience in a customer support role in financial services, payments, software or information services req