Customer Account Manager

The Customer Account Manager is responsible for proactive support and service to an assigned portfolio of small to medium sized clients via telephone or email. The role includes account maintenance, growth, increased profitability, overall client satisfaction, and projects to identify opportunities to enhance the profitability of the client relationship.

Responsibilities

• Understand and sell the whole card payment product suite including Dynamic Currency Conversion, Multi Currency Conversion, Elavon Payment Gateway and other value added solutions as introduced.
• Ensure that upselling and cross selling where appropriate is introduced.
• Maintain 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.
• Follow up on each account with customers to ensure the customer understands the offering / promotion you are presenting to them.
• Sells a full range of merchant processing products and services.
• Achieve set monthly targets and KPIs set by line manager.
• Provide accurate reports on daily, weekly, monthly activity, including inbound and outbound calls.
• Responsible for forecast of revenue and in year new business.
• Update the CRM systems with the outcome and success of each communication with the customer.
• This role is the escalation point for both internal and external client issues.

Qualifications

• At least 2 years' experience in a customer account management role in a sales driven environment.
• Evidence of consistently hitting and overachieving revenue targets.
• Ability to prioritize and manage a large portfolio with a strong focus on retention and growing your book of business.
• Excellent time management and organisational skills.
• Proven ability to develop and maintain relationships at all levels of a company.
• Broad commercial and financial acumen and awareness of issues involved in negotiating and has ability to negotiate logically and constructively.
• An influential and highly effective communicator (verbal/non verbal/written) with strong interpersonal skills.
• A team player able to work and support colleagues across a multinational organisation.
• A willingness to accept change and the ability to maintain effectiveness in a changing environment.
• Strong relationship building and influencing skills.
• Leaving Certificate or equivalent as standard.

Competencies

• Drive for Results: Hold self and others accountable to consistently achieve meaningful results.
• Collaboration: Build partnerships and promote a culture of teamwork to drive one U.S. Bank.
• Agility & Innovation: Ability to move and learn quickly to support a fast paced team and business.
• Inclusion: Build a culture of equity and inclusion in which diverse ideas, talent and perspectives are welcomed and encouraged.
• Risk Management: Appropriately identify and manage risks, in compliance with applicable laws, rules and regulations, and with Company Policy.
• Ethics and Trust: Maintain high ethical standards; gain the confidence and trust of others through honesty, integrity and authenticity.

Schedule & Location

This 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 requires working from a U.S. Bank location three (3) or more days per week.

Benefits

U.S. Bank is committed to fair, equitable, and transparent compensation practices in line with local regulatory and legal requirements. Our total rewards approach is designed to attract, retain, and support top talent while ensuring equal pay for work of equal value. We offer a market competitive compensation package that includes salary ranges aligned with industry benchmarks and internal equity standards, performance based incentives for eligible employees as defined by relevant plan rules, inclusive and equitable benefits accessible to all employees focused around 3 main pillars of financial wellbeing, health & wellness, and continuous development opportunities including training, education support, and career progression pathways based on inclusive and transparent criteria. Employee recognition programs celebrate achievements and milestones for all.

Compliance

This role has been identified as a Controlled Function (CF4) under the Central Bank of Ireland's Individual Accountability Framework Act2023. Accordingly, EFS must be satisfied on reasonable grounds that the role holder complies at all times with the fitness and probity/propriety standards. Applicants agree to permit EFS (or its agents) to conduct such due diligence as it deems necessary to satisfy itself on reasonable grounds that you comply with the Fitness and Probity/Propriety Standards and that you will provide EFS with all information and/or documentation relating to your qualifications, experience, employment history, financial soundness and other interests that EFS requests for that purpose.