Middle Market Account Manager

Account Manager

The Account Manager establishes and maintains great working relationships with assigned business accounts, serving as the main day-to-day contact between program administrators or relationship managers. They answer, research, and resolve operational problems experienced by the customer utilizing the Consultative Account Management approach with every client interaction. They focus on being a strategic resource by assisting with delinquency management, client systems and program implementations; promotes standards with clients and processes by exiting paper reports or other non-efficient program management techniques and facilitating the adoption of electronic and web-based solutions. They lift quality through identifying and reporting issues and maintaining an accurate accounting of assigned portfolio specifics. They maintain high service satisfaction by following up on client inquiries, providing training, and providing updates. They coordinate and interact with internal teams and individuals to ensure high levels of service delivery. Extremely high client facing position where duties involving customer contact performed primarily through telephone or email communication methods. The Account Manager is the primary point of contact for 5-8 Customer accounts; handling all daily activities and communications regarding operational support & facilitating the resolution of issues as they arise.

The AM proactively manages all aspects of the payment program and the Customer's daily activities to build, strengthen and maintain the relationship with a focus on operational quality, issue resolution, systemic improvements, training, and productivity to the Shipper's satisfaction. The Account Management team is the first line of contact for the Shippers in all areas of operational support including metrics management, program enhancements and Information Technology services. Possible Travel 10% of the time.

Daily Task- Includes but not limited to:

• Working within Service Now to resolve Incidents, Requests, Cases and or Tasks.
• Emails, Inbound and Outbound phone calls, clients Project logs and escalations as they arises.
• Monitor clients KPI's, any statistics that are below standard should be researched and corrective action taken. This includes but not limited to the clients General Ledger Codes, various transaction Financial Status, Rejected transactions, Statement Funding etc.

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.

Basic Qualifications:

• High school diploma or equivalent
• Typically five or more years of customer service experience

Preferred Skills/Experience:

• Effective verbal, written, and interpersonal communication skills
• Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
• Effective telephone skills including listening and demonstrating courtesy, empathy, and accuracy
• Thorough knowledge of all relevant operational processes and procedures and company products and services
• Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc.
• Ability to perform interest calculations and account adjustments
• Strong analytical and problem-solving skills
• Ability to manage multiple tasks/projects and deadlines simultaneously

Our approach to benefits and total rewards considers our team members' whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

Pay Range: $29.23 - $38.94