Summary:

As the primary contact for assigned program managers, processors and critical vendors, this role is responsible for maintaining these relationships in order to provide exceptional customer care related to executive communication, resolution of operational issues, manage client problems to resolution and manage contracts with these parties. Coordinates with the client's account relationship manager, internal staff, and other appropriate departments to ensure clients are properly serviced, processes are properly executed and all interactions with client meet company's mission and goals. 

Qualifications:

Education: Bachelor's degree in business or related field, or equivalent work experience

Licenses/Certifications: None.

Experience: Related experience to include client interaction and/or and account management. An understanding of electronic and card payment processes preferred.

Essential Functions:

Job Specific:

• Responsible for client's contract renewal.
• Serves as the primary point of contact for assigned Payment's client account(s).
• Serves as primary contact for internal issues/questions raised with internal departments regarding assigned account(s). Such as legal issues and non-compliance bank required items.
• Establishes routine meetings with the assigned account to create a relationship cadence touchpoint including but not limited to resolving outstanding issues, comply with client requests, and respond to client inquiries.
• Works with internal departments to accomplish requests, projects, or issues raised by client account(s).
• Provides support in research and resolution of operational problems and inquiries.
• Keeps abreast of changes to products and services.
• Maintains comprehensive knowledge of applicable products, services, policy and procedures.
• Identifies opportunities to provide additional services or resources to customers.
• Applies established payment policies and procedures to streamline operations and ensure customer satisfaction.
• Assists in the development of efficiencies that focus on client tasks. Includes participation in the identification and/or creation of products to ensure product rollout and success.
• Assists in the identification of potential risk factors and determine solutions to mitigate exposure.
• Assists in the renewal of partner contracts.

Knowledge/Skills/Abilities:

• The ability to communicate effectively and clearly, both in verbal and written communications.
• Excellent interpersonal skills.
• Strong knowledge of the business area that is being supported. If no prior knowledge of prepaid/payments, this individual will be required to perform the appropriate research from external and internal resources to obtain strong knowledge of the business.
• Self-directed and motivated.
• The ability to manage multiple tasks.
• Excellent problem-solving skills.
• Superior analytical skills.
• Ability to respond to common inquiries or complaints from employees, customers, regulatory agencies, or members of the business community.
• Ability to effectively present information to groups of managers, employees, customers, etc.
• Ability to learn new software packages that are position specific.
• Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Posted On: Tuesday, May 17, 2022