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Financial Account Manager

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Our client company is one of the world’s largest payment technology companies, connecting financial institutions, merchants and governments around the world with credit, debit and prepaid products.

The Account Manager is an individual contributor role responsible for managing the day-to-day client relationship, solving complex problems and identify innovative solutions. This role serves as a technical/functional specialist and supports the development of the support model for our client’s issuers, acquirers, processors and merchants worldwide. This includes day-to-day operations and product support, specialized help desks, back office support and customer performance reporting.

This position is an initial 12 month term with possible extension and will include full benefits.

Responsibilities:

∙ Day-to-day management of the client relationship
∙ Considered the functional expert for their client's processing and operational business.
∙ Provide insight and input within cross functional organizations for new or changing products and services which may impact their Client.
∙ Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
∙ Coordinate internal resources to accomplish company and client objectives, and ensure processing system performance standards are met and that the client perspective is represented within the organization.
∙ Provide proactive operational support to ensure that both parties are operating in the most effective and cost efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back office processing).
∙ Stay current with industry and client trends and maintain a strong knowledge of products and services.
∙ Represent complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally.
∙ Develop and manage short term operational initiatives, special projects and client-driven continuous improvement plans.
∙ Identify and analyze processing problem with customer impacts; communicates ongoing situation status; Reports SLA performance and develops improvement plans to address chronic customer problems.


Qualifications:

∙ Bachelors/Degree or equivalent experience. Typically requires a minimum of 5-7 years’ experience in a customer support role in software, financial or information services
∙ Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
∙ Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
∙ Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
∙ Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
∙ Proficiency providing technical and consultative support to external customers and identify business needs.
∙ Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
∙ Working knowledge of Microsoft Office.
∙ Excellent verbal, written, presentation and interpersonal skills are required.
∙ Travel will be required (5-10%)

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