Essential Job Functions
- Respond to inquiries regarding the card program from clients, internal teams, and vendor partners.
- Perform account maintenance with a strong focus on accuracy and compliance with Service-Level-Agreements (SLAs).
- Assist with multiple product integration projects, which may include providing client training.
- Address and resolve client escalations by identifying root causes and reporting issues to the manager to prevent recurrence.
- Provide process improvement suggestions to leadership to enhance operational efficiencies.
- Conduct training sessions for website portal usage and assist with customization requests/needs.
- Ensure the safe handling and security of sensitive client data at all times.
Required Qualifications
- Over 5 years of experience in financial services or banking, preferably in commercial or consumer sectors.
- Proven experience in managing client escalations and providing customer support.
- Strong problem-solving skills with the ability to effectively analyze and address client needs.
- Excellent communication skills, both internal and external.
- Strong organizational skills with the ability to prioritize tasks effectively.
- Ability to thrive in a fast-paced, dynamic work environment.
- Excellent time management and attention to detail.
- A collaborative team player with the ability to build strong working relationships with internal partners.
- A strong commitment to exceeding client expectations.
- Ability to identify inefficiencies in processes and recommend effective solutions.
- Ability to influence others, drive change, and promote teamwork.
- Proficiency in PC usage and standard Microsoft Office tools.
Preferred Qualifications
- Experience with commercial cards.
- Background in product or sales support.
- Experience in the financial or fintech industry, particularly with technical details such as API knowledge, ERP, and CRM systems.
- Familiarity with file transmissions and file feeds.
- Experience with expense management software.