Relationship Manager

The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow. 

WE ARE NUVEI.  Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration. 

At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service.   We are always looking for exceptional talent to join us on the journey! 

Your Mission 

The Relationship Manager builds and maintains positive customer relationships by resolving merchant issues and setting them up for success during the on-boarding process. They proactively communicate with merchants via outbound calls to ensure customer satisfaction by addressing any unresolved issues, taking steps to ensure a more positive customer experience through relationship-building, and gathering and reporting insight into merchant complaints and dissatisfaction so the business can take tangible action to improve products and services. In addition, this position will provide administrative support for merchant onboarding by following up with VIP merchants about their application status and application lifecycle tracking and providing pre-application support (statement analysis). Assist potential merchants through each step of the setup process, helping them resolve any concerns or questions they may have about the application process. 

Key responsibilities include, but are not limited to: 

• Identify or resolve potential areas for improvement found throughout the application process and provide feedback/correspondence between the sales team and their clients. 

• Perform data entry duties related to metrics and key data. 

• Manage and update databases and records 

• Assist with creating and maintaining application data entry process documentation to ensure department procedures and documents are current. 

• Assist with VIP merchant onboarding 

• Provide world-class customer service and support to all customers; 

• Handle inbound and outbound calls, emails, customer feedback escalations, and all other assigned tasks in a timely and professional manner, and to the required quality; 

• Perform root-cause analysis to identify and resolve issues in order to avoid negative 

outcomes; 

• Work with other departments to ensure that customer issues are resolved in a timely manner and to the customer’s satisfaction; 

• Take preventative action on all cases to help minimize the number of times customers must call in for assistance; 

• Conduct routine outbound follow-up with customers that have unresolved issues or are 

otherwise dissatisfied in order to proactively address customers’ concerns and prevent future attrition 

• Gain solid knowledge of Nuvei Commerce, its products and its competitors 

• Forward upselling and cross-selling opportunities to the sales team 

• Assist other areas as necessary and as business needs and capacity allows. 

Qualifications include, but are not limited to:  

• Minimum of 3 years related experience or equivalent. 

• Customer-oriented mindset with an aptitude for fostering positive relationships 

• Working knowledge of industry product information. 

• Excellent written and verbal communication skills. 

• Excellent problem-resolution and consultative sales skills. 

• Ability to work independently and as a member of various teams and committees. 

• Commitment to excellence and high standards. 

• Strong organizational, problem-solving, and analytical skills. 

• Ability to manage priorities and workflow. 

• Creative, flexible, and innovative team player. 

• Acute attention to detail. 

• Strong interpersonal skills. 

• Ability to deal effectively with a variety of individuals at all organizational levels. 

• Good judgment with the ability to make timely and sound decisions. 

• Ability to communicate professionally and effectively in person, on the phone, electronically, or through other means to individuals and groups. 

• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm. 

• Maintains a thorough knowledge of applicable company policies and procedures. 

• Comfortable on the phone talking to customers. 

• Proficient with Microsoft Office Suite. 

Working Language 

• English (written and spoken) is the language used 99% of the time, as work colleagues and clientele are both geographically dispersed within and outside of Quebec.   

• Internal communications between colleagues occur in English or in French, depending on the parties involved. Strategic suppliers are located outside of Quebec.   

• A basic knowledge of French is required for any position located within Quebec. English is required for this position, as it could report to someone outside of Quebec, and requires frequent out of province communications.  

Benefits 

Nuvei offers a wide variety of benefits which include: 

• Medical, Dental, Vision, LTD, Paid Vacation Time, Paid Sick Time. 

• A Long-Term Incentive Plan that creates an opportunity for all employees to financially benefit from Nuvei’s growth. 

• Up to 2.5 additional days of annual leave per quarter, if Nuvei achieves its quarterly targets. 

• Hybrid working environment.  

• Fresh fruit in the office, virtual yoga and meditation classes, as well as other opportunities to get involved in community outreach and employee engagement initiatives.  

Nuvei is an equal-opportunity employer that celebrates collaboration and innovation and is committed to developing a diverse and inclusive workplace. The team at Nuvei is comprised of a wealth of talent, skill, and ambition. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.