Account Manager

We are looking for the Account Manager who will own a portfolio of merchants including Platforms, EU/EEA-licensed gaming operators, B2B gaming suppliers, and MiCA-authorised CASPs. The role keeps these relationships commercially productive while operating strictly within the Institution's risk appetite, AML/CFT framework and scheme rules. It is the first line of defence for the portfolio: the client's day-to-day contact, and the Institution's eyes and ears on how each client actually behaves.

Responsibilities

Client relationship management

• Act as primary point of contact for various merchants including platforms, marketplaces, iGaming and crypto clients, including senior finance, payments and compliance stakeholders.
• Hold structured relationship reviews (at least quarterly for high-risk clients) covering volumes, product usage, incidents and changes to business model.
• Handle client onboarding, queries, escalations and complaints in line with the Institution's complaints-handling procedure and MFSA conduct expectations.
• Explain the Institution's requirements (documentation, payment restrictions, scheme rules) to clients clearly and without negotiating on compliance outcomes.

Onboarding and change support

• Gather and pre-check onboarding packs (licences, UBO structures, source of funds/wealth, business plans, processing history, website and game/asset reviews) before submission to Compliance.
• Coordinate between the client, Onboarding, Compliance, Risk, Operations and Finance to move applications through to go-live.
• Identify and route material changes in a client's profile: new licences or markets, new products or assets, ownership changes, or volume shifts outside the expected activity profile.

Ongoing monitoring and risk awareness (first line)

• Track each client's actual activity against its declared expected activity and flag deviations promptly.
• Support periodic reviews and EDD refreshes by obtaining updated documents and client explanations within agreed deadlines.
• Raise internal suspicious activity reports to the MLRO without delay and never alert the client (tipping-off prohibition under the PMLFTR).
• Monitor chargeback, fraud and refund ratios for card-processing clients and drive remediation plans with the client before scheme thresholds are breached.
• Escalate adverse media, licence suspensions, regulatory sanctions or payment-partner terminations affecting a client.

Commercial

• Grow revenue within the portfolio through product adoption (multi-currency accounts, SEPA/SEPA Instant, FX, payouts, card acquiring where offered) within approved risk appetite.
• Contribute to pricing proposals and contract renewals with Commercial and Finance.
• Maintain accurate CRM records, pipeline and client notes; these form part of the Institution's audit trail.

Internal liaison

• Work with Operations and Treasury on settlement, safeguarding-related queries and payment investigations.
• Feed client and market intelligence (new jurisdictions, regulatory changes, competitor de-risking) back to Commercial, Product and Compliance.
• Participate in internal audits, compliance monitoring reviews and regulatory inspections as required.

Requirements

Essential

• At least 3 years in account management, client relationship or merchant services roles at an EMI, PI, bank, acquirer or PSP.
• Direct experience managing iGaming and/or crypto-asset clients, including onboarding and periodic review cycles.
• Working knowledge of AML/CFT obligations under the PMLFTR and FIAU Implementing Procedures, and of risk-based CDD/EDD.
• Understanding of payment rails and products: SEPA, SEPA Instant, SWIFT, multi-currency accounts, FX and payouts.
• Ability to read corporate structures and spot red flags (opaque ownership, nominee arrangements, licence-scope gaps, unexplained volume spikes).
• Excellent written and spoken English; confident with senior client stakeholders.

Desirable

• Card acquiring experience, including Visa/Mastercard high-risk programmes, MCC 7995 / 6051 merchants and chargeback management.
• Familiarity with MiCA authorisation and Travel Rule operations, and with blockchain analytics tools (e.g. Chainalysis, Elliptic, TRM).
• Knowledge of MGA licensing, B2B critical-supply arrangements and key regulated gaming markets 
• Degree in business, finance, law or a related field.
• Additional languages: German, Italian, Spanish, Portuguese or Nordic languages.
• Experience with CRM and case-management systems (e.g. Salesforce, HubSpot) and onboarding/KYC platforms.

Personal attributes

• Commercially driven but comfortable telling a valued client "no" when risk appetite requires it.
• Meticulous record-keeper; treats client notes as audit evidence.
• Calm under pressure during payment incidents, scheme alerts or de-risking conversations.
• High integrity and discretion.