Client Relationship Manager – Merchant Relations

About the role

The Merchant Relations Specialist is the primary point of contact for merchant partners in the Access Merchant Network. This relationship‑focused position blends account management, merchant success, compliance resolution, consultative sales, and retention while delivering top‑tier customer service.

Key responsibilities

• Manage compliance cases by working directly with merchants to resolve issues.
• Respond to inbound merchant requests via phone and email, handling business information changes, contact updates, offer modifications, and cancellations.
• Review and process new merchant enrollment requests, ensuring offers meet program requirements.
• Proactively renew expired and seasonal merchant offers to keep the network active.
• Identify and contact new merchant decision‑makers when existing contacts leave, using internal resources and online research.
• Educate new and existing merchant contacts on Access Development, client programs, and re‑engage partners as needed.
• Consult with merchants to align promotional offers with business goals and explore additional locations.
• Maintain detailed case and account notes, documenting all interactions and keeping merchant information up‑to‑date.

Required profile

• Strong communication and relationship‑management abilities.
• Excellent organizational skills with high attention to detail.
• Effective problem‑solving and prioritization of a high volume of requests.

Required skills