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Senior Client Relationship Specialist

Company: Point and Pay LLC
Location: Oldsmar
Posted on: May 3, 2021

Job Description:

SENIOR CLIENT RELATIONSHIP SPECIALIST POINT & PAY - OLDSMAR, FL (Remote only to start due to Covid-19. Will be returning to the office.) Please note: This position requires flexibility with work schedule to be available for an on-call rotation which can include some late evenings. The primary focus of the Senior Client Relationship Specialist with Point & Pay is to respond to escalated cases that require deeper research and resolution of client needs and concerns, including technical and non-technical issues. In this role, youll work with our existing strategic clients and software partners as well as provide on-going relationship management.What else you will be doing: Create and enforce plans that will help meet the needs of clients. Work with the Implementation team to assist with key functions and client set up. Resolve escalated cases, including technical issues, client concerns and chargebacks. Provide Development team scope of work for bugs identified Communicate outcomes to clients with ability to manage difficult conversations. Train new clients on platform functionality. Create IVR wave files. Work and manage special projects or assignments such as integration with third party software and data transfers from current drives to new software tools, etc. Build long lasting relationships with clients through performance. Act as Liaison between internal departments and clients to resolve issues, and also between the Client Services department and all other departments by providing communication and updates to technical releases. Partner with 3rd party vendors Assist with building training materials for internal team and train, and assist with onboarding new hires. Provide timely answers to client queries and concerns, and educate customers with our products, services and self servicing capabilities. Own end to end client journey pertaining to all service tickets as needed within the customer service tool. Provide users with hardware and software technical support. Visit clients as determined by upper management. Work on ad-hoc assignments as business needs require. What we need from you: College degree or equivalent education and experience. Minimum 3 years of client relationship experience in a client facing role. Minimum 1 year experience in a technical field. Strong knowledge of Project Management best practices and standards Experience as a Relationship Manager, Account Manager Or Vendor Manger in the financial industry a plus. Training Experience in technology a plus. Highly organized and detailed oriented Excellent verbal and written communication skills. Experience working with executive team and clients. Comfortable working independently. Exceptional Customer Service Skills. Understanding of SAAS platform and integration methodologies, i.e. API, Web, Familiar with G-suite and MS tools: Excel, Word, Visio, and PowerPointPoint & Pay, a wholly owned subsidiary of North American Bancard, designs, builds, and integrates unique payment solutions for governments, utilities, courts, and more. Our efficient, flexible systems enable clients to accept credit card payments or e-ChecksNorth American Bancard helps businesses prosper through smarter commerce for all and we're committed to building the next generation of payment technologies and experiences. More than 250,000 satisfied merchants trust us to process more than $34 billion worth of transactions every single year. Propelled by cutting-edge technology, user-friendly products and features, and the best customer service in the business, we continue to innovate to satisfy our clients and their customers. At North American Bancard, we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.

Keywords: Point and Pay LLC, Tampa , Senior Client Relationship Specialist, Other , Oldsmar, Florida

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