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Prepaid Relationship Manager

Nashville, TN 37027

Post Date: 04/12/2018 Job ID: 1432

Relationship Manager

Job SummaryThe Relationship Manager’ s (or RM) primary goal is to develop long-term strategic relationships with our most significant customers to drive retention, satisfaction, education and a high level of communication.  The RM must be a strong “ people person” with a keen business acumen that lends itself to developing detailed strategies to achieve customer retention, satisfaction objectives, as well as meet any other relevant KPIs.  

Responsibilities:
  • Serve as primary contact for assigned customers and internal resource for customer day to day questions, escalations, and is a back-up for other RM’ s
  • Mastery of back office processing and processes from onboarding through go live
  • Responds to inbound emails, fax, chat, and phone calls within SLA requirements per contracts
  • Effective at proactively seeking customer impacting information and data, can interpret, act and update data effectively and demonstrates exceptional multi-tasking skills
  • Provides customer support through  account maintenance, new account setup, order processing, user security, report generation, reconciliation, funding, and billing questions
  • Effectively builds annual marketing plans for customers, including ongoing education and training, on-site at least once annually – Determine if needs exist for alternative or new products/solutions and how best to drive greater penetration and card usage
  • Effectively communicates product/solution enhancements, changes or new releases, “ upsell” new paycard/prepaid solutions to customer
  • Retains block of business, generate organic growth, address contract issues and questions, including rebate questions
  • Assists clients with credit needs

Qualifications:
  • Bachelor’ s Degree
  • Experience dealing with enterprise customers in a transactional business, useful to have worked with the HR/payroll suite
  • Ability to handle work with minimal supervision
  • Demonstrated strong interpersonal skills, analytical skills, attention to detail, follow-up skills
  • Excellent communication skills, both verbal and written, in order to properly communicate and resolve customer inquiries
  • Demonstrated ability to work calmly in a fast-paced team environment; manage special projects
  • Highly responsive to calls and emails; utilize available tools to track appointments and manage priorities
  • Ability to discuss functionality and train customers with minimal assistance, identify and request set up changes, and maintain knowledge level as product and system updates are released
  • Strong level of personal organization with excellent oral/written communication skills
  • Must be detail oriented, with the ability to handle multiple assignments promptly and effective
  • Working knowledge of Microsoft Windows (Excel, Word, PowerPoint, Outlook, MS Project and Access) is required
  • May need to be accessible after hours and 20% travel. 
  • Measured by customer satisfaction, retention and engagement in RM delivered programs
     

Amy Watson
Senior Technical Recruiter

I'm happy to connect you with your next career challenge. Whatever your needs are, we at Resolution Technologies promise to provide unrivaled quality and service. Please don't hesitate to contact me if you have any questions about this position.

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