Associate Client Managers are responsible for taking inbound calls to the Portfolio Management department, triage the calls appropriately and either resolve the issue or route the call to the appropriate Client Manager to handle. Along with the Portfolio Management Team as a whole the Associate Client Manager will help reduce year-over-year attrition within the Heartland merchant portfolio. General communication with customers, both internal and external, via telephone, e-mail, fax or TBD is commonplace.
Be available to take incoming calls from a dedicated phone queue primarily from internal transfers and Relationship Managers and identify at-risk clients. Depending on the situation, the Associate Client Manager will either resolve the merchant's request or assign them to the appropriate rep to assist.
Responds timely and effectively to all requests for account reviews, rate analysis, product information, account terminations, etc. whether from the regional sales and/or service teams, or from the customer directly.
Interprets competitor statements/invoices and performs rate analysis quickly and effectively when needed.
Manages client issues, provides feedback to the sales or service teams to ensure adequate follow up and escalates where appropriate.
Maintains accurate and timely records of customer interactions and notes accounts appropriately within all service center systems.
Acts as a liaison between Heartland sales and service teams where appropriate.
Knows triggers for attrition intimately, and works to identify reasons and solutions for attrition.
Captures and analyzes reasons for client attrition through basic interview techniques with terminating merchants.
Adhere to all Heartland handbook policies, including attendance punctuality, PTO management, & time management.
Additional Areas of Responsibility:
Negotiates with certain clients to maximize margin potential.
May identify new business opportunities and initiate or participate in business development activities.
Outbound calls and basic account maintenance as necessary.
Accountable for staying current on all Heartland products, services and important industry changes in order to appropriately assign a solution to client requests.
Other job-related duties as assigned by direct supervisor.
Minimum of 1 year experience in account management or customer service in a sales or support capacity, preferably in a call center environment.
Strong business, analytics and technical aptitude
Excellent customer service and relationship building skills
Above average ability to work productively in a team environment
Above average ability to stay up to date on an ever changing industry
Extensive knowledge of the company's products and services.
Experience in most Microsoft products.
Possess the ability to handle customers with sensitive issues, confidentially, while maintaining the professional Customer Services image of Heartland.
Meet or exceed quality, productivity, attendance, educational and punctuality standards as set forth by the Heartland Payment Systems leadership team.
Heartland, a Global Payments company, offers a fast paced environment with a casual flair - we have the option of wearing jeans, sneakers and t-shirts to work!
Our Indiana Service Center, located just 15 minutes from Downtown Louisville and less than 3 miles from the new East End bridge, has been named one of Indiana's Best Employers and one of ComputerWorld's 100 Best Places to Work in IT.
Our Jeffersonville site boasts a 275,000 square foot campus that includes an on-site day care, cafeteria serving breakfast and lunch, full-size outdoor basketball court, a 24 hour full service gym with indoor track, locker rooms with showers, personal trainers (that are FREE), fitness classes (that are FREE), and more! What more you might ask?? How about options for FREE EDUCATION! Yup, we offer a path for qualified employees to receive an Associates and/or Bachelor's degree in Business Administration. 100% company paid for (including books)! And there's even more that makes Heartland a great place to work. But you'll have to join our team to find out other reasons why nearly 90% of our employees rank Heartland a great place to work!
Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
Heartland Payment Systems