Banking Relationship Manager
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)