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Online IPS Job Description: Client Services Manager

International Processing Solution (IPS) operates a merchant services company providing a high level of quality, consultative service to clients. Our clients and banking partners conduct global commerce through the transfer of value and information among financial institutions, merchants, consumers, businesses and regulatory entities. We offer a range of payment product platforms, account and other services, which our clients use to support their commerce initiatives worldwide. The Client Services Manager will be responsible for administering the development of support protocols, methods and documentation for payment solutions as assigned and will provide executive level administrative support for the senior management team at IPS. IPS has staffed offices in Miami, FL and Valencia, CA. The position will allow for remote work but a percentage of in office work is mandatory and must be performed at one of the two IPS offices.  The position includes significant day to day coordination with Online IPS remote offices and staff.

Responsibilities:

•      •          This position will involve administering a complex set of sensitive, proprietary relationships between IPS and its clients and partners including detailed coordination of critical documents and communications between parties.

•      •          Duties include gathering and managing key information on the merchant processing through assigned banks, partners and business channels.

•      •          Develop and maintain an authoritative repository of key client information utilizing a range of available software, CRM and file-keeping technology.

•      •          Manage the primary point of contact for merchants, addressing inquiries and resolving issues related to payment processing, account management, and technical integrations. The Manager will be the senior client support staff member, coordinating and facilitating support activity of staff members and colleagues across IPS offices and departments.

•      •          Assist in onboarding new merchants and partners, providing training and resources to facilitate a smooth integration process..

•      •          Coordinating response and resolution of inquiries between merchants, banks and IPS vendors regarding e-commerce policy, practice and technical/operational items.

•      •          Work closely with internal teams, including product development and technical support, to ensure alignment on client needs and improve service delivery. Collect and analyze feedback from merchants to identify trends, opportunities for improvement, and potential new features or services

•      •          Leverage extensive knowledge of the payments industry to provide insights and recommendations that inform the development and enhancement of our payment gateway interfaces and services.

•      •          Collaborate and coordinate the development and documentation of company policy and support practices.

•      •          Act as a liaison, problem solver, and facilitator as the first contact for key partners and vendors as assigned, maintaining effective, helpful and professional working relationships with all levels of management, staff and outside companies.

•      •          Facilitating and coordinating communications and administrative procedures across the team.

•      •          Directly support merchants in use of IPS and partner reporting services and operation of online tools as assigned.

•      •          Support projects as needed for the senior management team.

Qualifications:

•      •          A Bachelors Degree (or equivalent) and 2+ years experience in the merchant payments industry in a merchant support or related role.

•      •          Must be proficient in written and verbal English. Ability to interpret and communicate in Brazilian Portuguese and/or Spanish is a plus.

•      •          Must have experience supporting senior executives in fast-paced, demanding work environments, and be proactive and solution oriented, looking for ways to add value and assist the team.

•      •          Experience working within consumer payments services and technology. Experience working regularly and effectively in payment services software or platforms, particularly payment gateways.  Experience with leading CRM applications such as Salesforce a plus.

•      •          Demonstrated ability to multi-task, respond to needs quickly and efficiently and prioritize work with a strong attention to detail.

•      •          Must be a self-starter and have a "take charge" attitude; must be able to work with little or no supervision.

•      •          Exercise excellent judgment in setting priorities and interacting with internal and external contacts with the ability to anticipate the needs of the team.

•      •          General-to-strong understanding of e-commerce concepts and internet technology topics. Experience working with APIs a plus.

•      •          Demonstrated professionalism, discretion and experience in working with highly confidential information.

•      •          Excellent verbal and written communication skills, with particular strength in effective management of complex technical or policy questions via email exchanges with clients and partners in remote locations.

•      •          Strong focus on customer service, team player mentality and ability to work collaboratively with others.

•      •          Fully proficient on all Microsoft products including Excel, PowerPoint, Word and Outlook.

Pay & Benefits:

· Compensation is a combination of base salary, contribution towards personal health insurance and company sponsored profit sharing 401(k) plan. Initial base salary will be commensurate with experience.

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