Banking Relationship Manager

Job description

About the Role

Once an account with a bank, EMI, or PSP is live, someone has to keep it that way. That's this role.

You're not the person who opens the account — that's handled by our Onboarding team. You're the person who owns the relationship after it's live: staying close enough to our banking and payment partners that you notice when something's off before it becomes a formal problem, and calm enough under pressure to represent the company professionally when a partner has real concerns.

Where this role sits:

- Onboarding Manager → gets the account opened (KYB submission, initial documentation, first approval)

- You → own the relationship from that point forward: ongoing contact, risk monitoring, escalations, and representing the company during any follow-up reviews or enhanced due diligence

- MLRO / Compliance → you work closely with them, but you are not the compliance decision-maker — you're the bridge between what the bank is asking and what the internal team needs to know

What You'll Do

Relationship Management (Ongoing, Not Onboarding)

- Maintain regular, professional contact with our live banking, EMI, and PSP partners — not just when there's a problem

- Build real working relationships with account managers, compliance officers, and risk teams at partner institutions

- Stay attuned to each partner's expectations, preferences, and requirements, and notice when something shifts

- Ensure communication flows both ways — partner requirements and concerns coming in, business context and updates going back out

Early Risk Detection

- Act as an early-warning system — spot changes in tone, unusual reviews, or extra scrutiny before they become formal escalations

- Identify signals that a partner may have concerns regarding transaction activity, customer traffic, refund/chargeback patterns, campaigns, or business practices

- Escalate concerns immediately to MLRO, Compliance, Payments, and management

- Help internal teams understand exactly what the partner is worried about, and follow through until it's genuinely resolved

Compliance Reviews & Enhanced Due Diligence

- Represent the company during EDD and elevated reviews on existing accounts

- Coordinate with MLRO and Compliance to keep responses accurate and consistent

- Where issues arise from campaigns, traffic sources, customer behavior, refunds, or chargebacks, help manage communication with the financial institution

- Present the company's position professionally, without overstepping your authority

Escalation Handling

- Handle concerns around payment recalls, suspicious transactions, account restrictions, or customer complaints

- Coordinate with Payments, Risk, and MLRO to get the facts straight before responding

- Spot recurring patterns and flag material issues before they threaten the relationship

- Ensure responses to financial institutions are timely, consistent, and well-supported

Internal Coordination

- Work closely with MLRO, Compliance, Payments, and Risk — pulling the right people together behind one clear external response

- Keep relevant stakeholders informed of material developments in a timely manner

What Success Looks Like

- Banks and financial institutions receive clear, accurate, and consistent information

- Internal teams understand external requirements before they become problems

- Potential banking issues are identified early — not after an account is restricted or terminated

- Compliance and operational escalations are handled professionally and quickly

- Financial institution relationships remain active and constructive over the long term

- Management is alerted early to risks that could affect payment processing, settlements, or client operations

Who You Are

- Confident, fluent English communicator — comfortable speaking directly with banks, EMIs, and compliance professionals

- Experience in banking/FI relationship management, correspondent banking, PSP/EMI relations, AML/compliance, or similar

- Comfortable with difficult conversations — you can defend the company's position professionally without being defensive

- Proactive — you notice problems before they escalate, not after

- Organized enough to manage several live relationships at once without dropping details

- You don't need to be a compliance expert — you need to understand enough to translate between both sides accurately

What You Won't Be Doing

- Initial KYB document collection or account opening (that's Onboarding)

- Making compliance/AML risk decisions (that's MLRO/Compliance)

- Selling or pitching new partners (that's Payments Partnerships)