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Customer Account Specialist (Commercial OR Prepaid) - HOT JOB!
Job Ref: HCNB-781
Location: London
Close Date: Wed 13 Oct 2010
Salary: 40-50K
Job Description
Job Description
This is a mid level role whose main responsibility is to manage/lead the ongoing relationship with medium to large size Card Clients following implementation.
This includes regular calls and periodical meetings with senior Client representatives, driving client satisfaction, programme growth and acting as a point of escalation for Customer Services. This department provides a single window for the program administrators (senior representatives from the customer organization).
The Customer Account Specialist must be able to successfully do the following:
Ensure a Seamless Transition from Implementation into BAU for new business
Be a single point of contact, Post Implementation for Clients and their Program Administrators.
Drive consistently high levels of client satisfaction
Continually increase their own knowledge and understanding of the clients’ card program
Leverage existing relationships to drive expansion of issuance among current programs
Create opportunities for proactive program improvement in concert with Account Management
Frequent proactive client communication. Lead regular conference calls. Schedule, organise and lead regular client service reviews in collaboration with Account Management
Day-to-day issue resolution with the single point of contact at the client’s organisation
Issue Escalation - Taking ownership of issues and coordinating their resolution
Addressing the root causes of any recurring issues within our company and Client functions
Assist the Call Centre and Back Office functions with day-to-day cardholder problem resolution — little direct contact with cardholders, with the exception of cases that require proactive addressing with the company contact rather than the cardholder
Reconciliation of client financials relating to inbound payment files for onward crediting to individual cardholders
Managing clients stock of plastic cards (if client specific) and associated collaterals related to card issuance by proactively tracking actual usage against client projections
Identify trends and carry out margin analysis to ensure smooth operation of the program
Create Opportunities for Proactive Programme Improvement. Practice effective continuous process improvement within Operations and with our clients to reduce errors, bottlenecks and ultimately, costs
Identify areas to cross sell cards products / solutions to existing clients and work with the internal teams to develop these leads.
Grow programmes through new countries, changes to scope, additional spend types
Programme Maintenance
Ongoing Programme Analysis
Engage and coordinate relevant company resources as needed to support the Client e.g. Operations, Product, implementations.
Development Value:
Cards business dynamics and Experience of a fast growing Corporate Card business.
Client relationship management (both over the phone and face to face)
Planning and execution skills relating to customer portfolios
Customer management skills (mid size to large clients)
Exposure to Product Management and Front Office business
Analytical skills
Progression to CAS Roles serving the largest clients/Account Management roles
Knowledge/Experience:
Excellent Customer Service skills
Experience of Managing and developing client relationships
Knowledge of credit and debit card markets, products and processes
Operations/Customer Service experience
Skills:
Excellent Presentation & Communication Skills
Highly fluent in English and at least one other European language(s) preferred
Highly articulate, with influential verbal skills and precise written skills
Strong people skills
Strong MS Office and system skills
Analytical & methodical approach
Highly numerate
Effectively prioritise time & manage deadlines
Qualifications:
No specific academic or professional qualifications are necessary
Contact Details
Consultant: Neill Butcher
Contact Tel: 0203 206 1262
Contact Email: neill.butcher@head-count.com
Apply Online
You can apply for this vacancy using our online application form. This will require you to provide some basic information necessary to process your application, and also a current CV.