Client Services Coordinator
SUMMARY:
The Client Services Coordinator reports to the Client Services Manager and is responsible for providing effective customer service for all internal and external customers by using excellent, in depth knowledge of company services and procedures. Communicates effectively demonstrating patience and a positive attitude.
ESSENTIAL RESPONSIBILITIES
Use superb written and verbal communications to respond to all customer and internal inquiries
Troubleshoot and resolve customer and internal inquiries and complaints
Update customer issue status in issue tracker and ensure customer follow up received
Receive and answer inquiries related to account status, pricing, debit card charge disputes, debit card tracking, account closure / account reinstatement, card transactions and other
Process expedited shipments and replacements of debit cards
Assist customers with account access challenges to administrative and cardholder websites
Process wire transfers received daily
Perform reconciliation of account funding
Maintain or create reports as needed
Provide support to sales and marketing teams related to new customer on-boarding activities
Participate in customer retention and growth efforts
Participate in training and development activities related to department procedures, updated technology, new products, and telephone skills
OTHER RESPONSIBILITIES
Maintains user confidence and protects operations by keeping information confidential.
Contributes to team effort by accomplishing related results as needed.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
REQUIRED SKILLS & QUALIFICATION
College Degree + 3-5 years customer service experience
Strong knowledge of web based tools and services
Excellent interpersonal, communication and problem solving skills
Strong customer focus and decision making skills
ble to handle difficult calls and turn negative experience into “win-win’
Strong work ethics and ability to provide positive successful experience to all team members
Microsoft Word, Excel and Gmail
Salesforce & Zendesk (or similar ticketing tool) knowledge strongly preferred
PREFERRED SKILLS & QUALIFICATION
Experience working in banking or card payment industries.
Ability to troubleshoot web based technical issues
Some knowledge of Quickbooks
Ability to manage simultaneous projects across a wide-range of activities and scope in a time-sensitive environment with a high sense of urgency and accountability.
Account Manager
PEX is hiring an Account Manager to take on the responsibilities of developing long-term relationships with a robust portfolio of clients, connect with key business executives and stakeholders, and serve as the primary point of contact for client retention and growth. The Account Manager will serve as a liaison between clients and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to client needs.
RESPONSIBILITIES
- Act as the face of the business and initial contact for clients' questions or issues
- Work on enhancing revenue retention and build relationships with clients – proactively identifying and taking measures to mitigate risk to ensure clients are satisfied and prepared to continue their business with the company
- Become a deeply engaged, strategic partner to ensure accounts are being retained
- Develop and execute marketing plans within existing accounts
- Forecast and track key account metrics
- Keep current clients satisfied and deliver exceptional client service daily
- Help identify opportunities to grow and upsell current accounts
- Monitor and analyze clients' usage of our product
- Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations
- Serve as a liaison between the client and internal teams
- Develop a solid and trusting relationship between clients and company
- Create and present reports on account progress, goals, and initiatives to share with team members and stakeholders
REQUIREMENTS
- Experience with card based financial products is a plus
- Demonstrable experience in sales and business development
- Proven track record of delivering on sales targets
- A passion for growing and maintaining existing client accounts
- Ability to adhere to deadlines and delivering on time while prioritizing among competing tasks
- Proven ability to manage multiple projects with a strong attention to detail
- Exceptional verbal and written communications skills
- Excellent listening, negotiation, and presentation skills
- Natural relationship builder with integrity, reliability, and maturity
- Self-motivated and able to thrive in a results-driven environment
- Proficient with G Suite and Salesforce software
- Bachelor’s degree in business administration, marketing, or related discipline from an accredited institution
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