Customer Account Manager

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive.   We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One. 

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other. 

Job Description

Manage a specific group of Elavon Europe’s base customers. Customer Account Managers are responsible for proactive support and service to an assigned portfolio of small to medium-sized Elavon clients via telephone or email.

Accountabilities

• Responsibilities may include account maintenance, growth, increased profitability, overall client satisfaction, and projects and to identify opportunities to enhance the profitability of the client relationship. This role is the escalation point for both internal and external client issues.
• Take direction from the account management to ensure that all key metrics are achieved.
• Responsible for retention and expansion of cooperation of allocated portfolio of accounts from SMB market
• Expansion of cooperation is done via proactive campaign activity targeted to retaitn and up/cross sell a specific product(s). Campaigns are defined by Team Leader / Manager
• Account Manager is also expanding cooperation with Customers that request additional terminal or additional location
• Retention is done primary when Customer contacts Elavon requesting for rate change or inquiring about contract cancellation.
• Retention is also done via proactive contact with Customers identified on the system level to be at risk due to reduced volume, tenure, etc.
• Handling negotiations on cooperation conditions with clients with a commitment to delivering a strong customer experience
• Handling all additional tasks that are being given by Manager.
• MS Office knowledge and high degree of computer literacy
• English Language
• Product Expert - Maintain a high awareness and knowledge of the business market, card payment industry, competitors and internal activities to ensure that all business opportunities are identified, considered and closed appropriately.
• Technical Knowledge – Utilise product knowledge to troubleshoot issues for customers to remove any barriers to products being used
• Solution Matching – Identify new product opportunities for customers to increase their business efficiency and drive additional value for Opayo. Utilising products and rates that have been agreed  by KAM/PAM and Sales.
• Customer Service - Deliver a high level of service quality, have a proactive approach being able to identify common trends and highlight where appropriate
• Complaint Handling – able to probem solve under pressure
• Problem solve - be able to identify issues with processes and recommend improvements.
• Objection handling – have strong negotiation skills to over come objections from customers

Experience

• MS Office knowledge and high degree of computer literacy
• Product Expert - Maintain a high awareness and knowledge of the business market, card payment industry, competitors and internal activities to ensure that all business opportunities are identified, considered and closed appropriately
• Technical Knowledge – Utilise product knowledge to troubleshoot issues for customers to remove any barriers to products being used
• Solution Matching – Identify new product opportunities for customers to increase their business efficiency and drive additional value for Opayo. Utilising products and rates that have been agreed  by KAM/PAM and Sales
• Customer Service - Deliver a high level of service quality, have a proactive approach being able to identify common trends and highlight where appropriate
• Complaint Handling – able to probem solve under pressure
• Problem solve - be able to identify issues with processes and recommend improvements
• Objection handling – have strong negotiation skills to over come objections from customers

Location Expectations  

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.  

This role has been identified as Controlled Function (“CF 4”) under the CBI Regulations. Accordingly, the Company must be satisfied on reasonable grounds that the role holder complies at all times with the requirements of:

a) the CBI’s Fitness and Probity Regime and the Conduct Standards (as applicable to the role).

Applicants (and upon joining the Company, employees) agree to permit the Company (or its agents) to conduct such due diligence as it deems necessary to satisfy itself on reasonable grounds that you comply with the aforementioned requirements (as applicable to the role) and that you will provide the Company with all information and/or documentation relating to your qualifications, experience, employment history, financial soundness and other interests that the Company requests for that purpose.

It is the individual responsibility of every employee to maintain a current awareness and understanding of and to fully comply with U.S. Bank’s “Code of Ethics”. Each employee is also expected to maintain an awareness of the laws, regulations, internal policies and procedures that are appropriate for his/her position.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.

Posting may be closed earlier due to high volume of applicants.