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Account Manager (Customer Service) - Phoenix, AZ 23863 https://a1.snaphire.com/job?jobmc=23863GOOGLE https://a1.snaphire.com/job?jobmc=23863GOOGLE
Careers at PS - Plan Services Arizona PS - Plan Services Arizona
Salary:

Location: Phoenix, AZ 85034 USA

Type of employment : FULL_TIME

Industry: Hospitality
Department: Operations
Career Level: Hourly
Work Hours: Full-time (Hourly Regular)

Date Posted: 06 Sep 2019

Valid Through: 31 Dec 2019 09:00

Account Managers will interact with clients by addressing their needs as it relates to financial services, banking inquires, emails, website and client portals.  Account Managers must be efficient but effective in overcoming financial challenges as well as someone who may be emotionally overwhelmed. The Account Manager will also collaborate with internal departments so that timely and accurate information can be provided to the client to ensure we meet their expectations and maintain high satisfaction.  

Duties and Responsibilities

  • Provide world class customer service to exceed our clients expectations
  • Manage incoming client inquiries through phone call, emails, texts and web portals.
  • Placing and dialing outbound calls to clients to address questions or issues needing to be resolved. This includes assigned emails to call clients, returning voicemails, and any follow up tasks that are in your work queue
  • Process client changes in banking information including draft schedules, dollar amounts, fees, and creditor payments according to established department policies and procedures
  • Retention; attempting to save any cancellation request by all means and trying to change clients mind about exiting the program.
  • Thoroughly and efficiently gather information internally and externally to provide timely information to clients on program updates, needs and successes
  • Professionally handle client complaints, adding and removing debt, provide appropriate solutions and alternatives within established timeframe.  
  • Maintain and notate accounts and company database accurately and timely
  • Work with internal teams to ensure performance scorecards are an accurate reflection of our performance, assist in using such data to drive improvements in the business
  • Follow communication procedures, guidelines and policies
  • Understanding process of settlement program and being able to address questions about settlements or the process of settlement that clients have.
  • Referring clients to call affiliated program such as Consumer Justice Center if needed.

Technical Knowledge, Skills and Abilities:

  • Excellent communication (writing and typing) and active listening skills
  • Customer and Team oriented mindset
  • Ability to multi-task, prioritize, and manage time effectively
  • Ability to navigate multiple windows and use softphone for taking an making phone calls
  • Ability to adapt/respond to diverse customer base and customer issues
  • Strong computer skills (multiple Window environment) including MS Office Suite (Word, Excel, Outlook)
  • Familiarity with CRM systems and practices
  • Familiarity with Banking Regulations and Accounting practices

Competencies/Behaviors:

  • Driving Results - The ability and motivation to persistently pursue and achieve effective results which drive the business forward
  • Decision Making - The ability to make good judgement using the information available and making effective timely decisions
  • Collaboration & Influencing - The ability to engage, challenge and work effectively with others
  • Stakeholder Impact - The ability to build an effective network of relationships with internal and external customers
  • Supports Change - Willing and able to identify and support change and continuous improvement
  • Technical Proficiency - Demonstrates the required technical knowledge and skills to achieve in their role

Education: High school diploma

Experience:

  • 1-3 years customer support experience or experience as a client service representative, preferably in a related industry e.g. financial services, financial hardship, debt settlement

Planning and Decision Making:

  • Handling or escalating customer issues as applicable
  • Follow all Financial/ Banking regulations and Federal and State law as applicable

Security: U.S. Person required (U.S. Citizen or Permanent Resident)

Impact and Scope:

  • Critical resource to ensure responsiveness to customer requests such as bank changes, payment modifications, and securing additional funds for payments and settlements
  • Integral part of the client facing organization Account Management Team (AMT)

Key Internal and External Relationships:

  • Internal - Account Management Operations and supporting functional areas such as Negotiations, Compliance,  Underwriting, and Correspondence
  • External - Customers

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.  The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to position.

Account Manager (Customer Service) - Phoenix, AZ

Account Managers will interact with clients by addressing their needs as it relates to financial services, banking inquires, emails, website and client portals.  Account Managers must be efficient but effective in overcoming financial challenges as well as someone who may be emotionally overwhelmed. The Account Manager will also collaborate with internal departments so that timely and accurate information can be provided to the client to ensure we meet their expectations and maintain high satisfaction.  

Duties and Responsibilities

  • Provide world class customer service to exceed our clients expectations
  • Manage incoming client inquiries through phone call, emails, texts and web portals.
  • Placing and dialing outbound calls to clients to address questions or issues needing to be resolved. This includes assigned emails to call clients, returning voicemails, and any follow up tasks that are in your work queue
  • Process client changes in banking information including draft schedules, dollar amounts, fees, and creditor payments according to established department policies and procedures
  • Retention; attempting to save any cancellation request by all means and trying to change clients mind about exiting the program.
  • Thoroughly and efficiently gather information internally and externally to provide timely information to clients on program updates, needs and successes
  • Professionally handle client complaints, adding and removing debt, provide appropriate solutions and alternatives within established timeframe.  
  • Maintain and notate accounts and company database accurately and timely
  • Work with internal teams to ensure performance scorecards are an accurate reflection of our performance, assist in using such data to drive improvements in the business
  • Follow communication procedures, guidelines and policies
  • Understanding process of settlement program and being able to address questions about settlements or the process of settlement that clients have.
  • Referring clients to call affiliated program such as Consumer Justice Center if needed.

Technical Knowledge, Skills and Abilities:

  • Excellent communication (writing and typing) and active listening skills
  • Customer and Team oriented mindset
  • Ability to multi-task, prioritize, and manage time effectively
  • Ability to navigate multiple windows and use softphone for taking an making phone calls
  • Ability to adapt/respond to diverse customer base and customer issues
  • Strong computer skills (multiple Window environment) including MS Office Suite (Word, Excel, Outlook)
  • Familiarity with CRM systems and practices
  • Familiarity with Banking Regulations and Accounting practices

Competencies/Behaviors:

  • Driving Results - The ability and motivation to persistently pursue and achieve effective results which drive the business forward
  • Decision Making - The ability to make good judgement using the information available and making effective timely decisions
  • Collaboration & Influencing - The ability to engage, challenge and work effectively with others
  • Stakeholder Impact - The ability to build an effective network of relationships with internal and external customers
  • Supports Change - Willing and able to identify and support change and continuous improvement
  • Technical Proficiency - Demonstrates the required technical knowledge and skills to achieve in their role

Education: High school diploma

Experience:

  • 1-3 years customer support experience or experience as a client service representative, preferably in a related industry e.g. financial services, financial hardship, debt settlement

Planning and Decision Making:

  • Handling or escalating customer issues as applicable
  • Follow all Financial/ Banking regulations and Federal and State law as applicable

Security: U.S. Person required (U.S. Citizen or Permanent Resident)

Impact and Scope:

  • Critical resource to ensure responsiveness to customer requests such as bank changes, payment modifications, and securing additional funds for payments and settlements
  • Integral part of the client facing organization Account Management Team (AMT)

Key Internal and External Relationships:

  • Internal - Account Management Operations and supporting functional areas such as Negotiations, Compliance,  Underwriting, and Correspondence
  • External - Customers

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.  The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to position.

Job Details

Reference # 23863
Posted on 06 Sep 2019
Closes on 31 Dec 2019 09:00
Location(s) Phoenix, AZ
Department Operations
Career level Hourly
Hours/Status Full-time (Hourly Regular)
Pay range ($low)
Pay range ($high)
More details (document)
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