Client Service Manager

EML; United States; Hybrid; USD 70,000 - 110,000; Full time

Job summary

EML is seeking a Client Service Manager to join our North America operations, focused on delivering outstanding client support and operational excellence in a hybrid environment. You’ll collaborate with account management and cardholder support to manage issues, implement improvements, and ensure client satisfaction.

Ideal candidates have 5+ years in client services, strong attention to detail, and the ability to influence decisions while maintaining strong client relationships.

Qualifications

• 5+ years of experience in client services and/or client support.
• Preferred experience in financial services.
• Strong attention to detail.
• Strong collaborative ability.
• Strong technical ability to learn new applications.

Responsibilities

• Work closely with account management leadership to best service NA Clients.
• Coordinate with cardholder support to escalate and communicate issues with a client-focused mindset.
• Proactively identify and solve complex problems impacting account management and growth.
• Represent EML to the client and the client to EML.
• Gather and share information on process or technical challenges to identify solutions with the right resources.
• Demonstrate subject matter expertise on EML products and services.
• Manage ticketing and communications for the region as defined in internal processes.
• Ensure all tickets are responded to in a timely manner.

Skills

Attention to detail

Collaboration

Relationship building

Negotiation

Problem solving

Tools

JIRA

Excel (Pivot Tables)

Word

Job description

Reports to: Director of Customer Operations, North America

Location: North America (hybrid working environment), preferably time zone: CT or ET

The team you’ll be joining.

EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant and secure payment solutions that connect our clients to their clients, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our clients and communities.

As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence.

Company Culture and Values

Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.

Company Structure

EML is an ASX listed company head quartered in Brisbane and trading on the Australian stock exchange. This role is a key member of the Operations leadership team.

What we are looking for

We are looking to hire a Client Service Manager to join EML’s North America operations function. This role will primarily service the North American market, reporting into the Director of Customer Operations for North America. They will work closely with other regions that oversee the same responsibilities, ensuring global continuity wherever possible. This would be great role for Junior Account Manager.

This role will be client-facing, serving as the point-of-contact for operational matters from contract signature through day-to-day management. This role will have two primary areas of responsibility, implementation/delivery support, and on-going client operational support.

We are looking for someone that is detail oriented, understanding the complexity that surrounds our program setups and client base, focusing on ensuring that we are working as efficiently as possible to support them.

This role will work very closely with all departments in the organization, but in particularly close with the commercial team inclusive of account management.

It will be essential for the successful applicant to develop an understanding of the services required to ensure the efficient operation of the business, and to have a good understanding of the IT technology platforms. This role will be hyper-focused on managing to client operational processes and providing recommendations to create happy clients and efficient internal efforts!

The successful candidate will already have experience in an operational and client-focused role, will thrive in a dynamic work environment, be solutions oriented, possess a keen commercial acumen and have significant drive and enthusiasm to deliver best practice service solutions.

What you’ll do

Key responsibilities as it relates to client services:

• Work closely with account management leadership and team to best service EML’s NA Clients
• Work closely with cardholder support team to ensure larger scale issues are appropriately communicated, with a client-focused mentality and proactive communications
• Proactively identify and solve complex problems that impact the management, relationship and growth of the accounts
• Represent EML to the client and the client to EML
• Gather and share information internally on process or technical challenges for our partners, bringing the right resources together to identify and implement solutions
• Demonstrate subject matter expertise on EML products and services
• Manage the ticketing and contact/communication management process as defined for the region
• Ensure all tickets are responded to in a timely manner
• Support Card Production team through the client ordering process with timely communications out to clients

What you’ll have

• Minimum of 5+years’ work experience in client services and/or client support
• Preferred experience in financial services
• Strong attention to detail
• Strong collaborative ability
• Strong technical expertise to learn new applications
• Willingness to learn and support where required
• Ability to build relationships, influence decisions, and negotiate in the best interest of EML and its clients
• Experience with JIRA, Excel (Pivot Tables), Word

EEO Statement

Integrated into our Core Values is EML's commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.