Merchant Relationship Agent

Merchant Relationship Agent

On behalf of our Client, a global leader in online, dynamic verification of identity and financial transactions via regulated e-payment instrument authentication, we are looking for a Merchant Relationship Agent to be based at their offices in Nicosia, Cyprus.

Main Duties and Responsibilities

  • Complies with the Company’s policies and procedures, including audit requirements, confidentiality, AML/CTF, information security, and data privacy of the Company’s customers and end-users
  • Complies with procedures covering support and management of customers, including account settings and ongoing customer account support
  • Builds and maintains lasting relationships with the company’s customers as the primary point of contact in the onboarding and integration process
  • Answers customer calls using various communication mediums as an active member of the support team, along with carrying out quality controls check regulatory, whilst being the escalation point for customers
  • Works closely with other internal teams to help deliver exceptional customer experiences
  • Produces regular reporting, including analyses of statistical data on query trends, peak times, etc. and records data based on customer pain points
  • Follows up improvements and resale notes and identifies up-sale possibilities
  • Identifies churn risks and additional revenue opportunities
  • Identifies and execute improvements of internal processes and procedures
  • Performs product and feature demos, user training, and public-facing webinars
  • Solves Tier 1technical issues and escalates issues to technical support and other internal teams as needed

Job Requirements

  • A relevant degree in economics, commerce, business, banking, or similar is necessary. 
  • Native English speaker preferred; other languages will be considered an advantage 
  • Excellent customer service skills 
  • At least 5 years of experience as a customer relationship manager with either a commercial or private bank, insurance, or boutique financial services firm (other than FX/CFD brokerages).
  • Strong written and verbal communication skills essential for this role 
  • Must be tech-savvy 
  • Possess outstanding presentation skills, interpersonal skills and be self-reliant, independent, and willing to work and grow with the team 
  • Confidence to speak and present product information in front of groups with ease 
  • Willingness to travel, up to several days each month 
  • Aptitude to work in a fast-paced environment 
  • Flexibility for shifting customer support as part of a rotation
  • Exposure to regulated financial services and products is essential, together with the management of individual accounts in excess of €10m pa, or a total customer portfolio of €500m. 

Benefits

  • Competitive Salary
  • Private health insurance plan participation
  • Performance Bonus, including a mix of cash and share-based scheme of company stock for outstanding performers 

All CVs will be handled with the utmost confidentiality.