Avidia BankEqual Employment Opportunity/M/F/disability/protected veteran status
Description:
Position Overview:
The Payments Solutions Analyst role is responsible for administering the new/periodic customer review process, comprehensive committee documentation management, administering the contract management process, preparing, and distributing management reporting and administering the CRM workflow process tracking payments customers' lifecycle from business development through implementation and servicing. This role is also responsible for preparation and distribution of meeting and committee materials, including preparation and distribution of meeting minutes as well as other related functions. This position reports to the SVP of Card & Payments Solutions and works closely with the Payments Committee members and cross-functional teams across wholesale payments and card programs.
Primary Responsibilities:
- Responsible for managing the new and periodic customer review process ensuring adherence to internal service level agreements so that reviews are completed within the established timelines.
- Collaborate with cross-functional payments team to produce complete customer review reports, including drafting sections of the report, gathering and assessing the sufficiency of supporting documentation, managing follow-up requests and obtaining sign-off on finished reviews.
- Administers the CRM workflow management, and maintenance of payment tracking dashboards to ensure efficient operations relating to business development, relationship management and servicing of payments customers, ensuring opportunities move through the process appropriately. Identifies and proposes workflow improvements supporting enhanced customer experience and efficiency on an ongoing basis. Develops and generates management reports and presentations on key performance indicators within the CRM and other related data sources.
- Monitors the payments customer lifecycle, from business development through implementation to servicing maintaining accurate customer data, contract status, and review schedules within the CRM. Identifies and escalates when either internal or external service level agreements (SLAs) are not trending towards meeting expectations.
- Responsible for preparing and distributing comprehensive meeting packages, including agendas, supporting materials, and previous minutes according to established timelines. Record detailed minutes during committee meetings, capturing key discussions, decisions, and action items.
- Administers the contract management solution and process, ensuring version control of agreements and documentation of any modifications or update to agreements. Also includes monitoring for contract renewal notification dates and supporting the renewal contract process as needed.
- Maintains strong knowledge of the Bank's payment offerings, and customer relationships, to effectively perform responsibilities.
- Adhere to the established business development, contractual, underwriting, implementation, servicing, and other related workflows ensuring appropriate governance is maintained.
- Actively participate as a non-voting member of the Payments Committee.
Other Responsibilities:
- Assists with new customer onboarding or relationship management activities as needed.
- Assists in collection of information for internal and external audits and reviews.
- Assists with billing related tasks, including sampling or auditing of billing statements, as needed.
- Supports compliance with regulatory requirements, card brand rules, and bank policies. Performs related or unrelated duties as required and special projects as assigned to achieve overall strategic objectives.
Requirements:
- Bachelor's degree in business/finance discipline or a combination of education, training, or related work experience.
- Knowledge of banking/payments operations/industry or familiarity with card brand/network requirements (Mastercard, Visa, NACHA), preferred but not required.
- Exceptional written, verbal, and interpersonal communication skills with ability to synthesize and organize data to clearly communicate with internal and external stakeholders.
- Must be self-motivated with the ability to work independently while supporting team objectives.
- Strong organizational skills, attention to detail, analytical, time management, and problem-solving skills.
- Computer skills proficiency, including MS Office (Excel, Outlook, and Word). Must be able to work with and adapt to a wide variety of technological solutions and processes. Previous experience working in an environment utilizing CRM, preferred but not required.
Avidia Bank is an Equal Opportunity Employer/Veterans/Disabled
Member FDIC/DIF
PM21
PI52d9f4f23aef-2261
