This position is responsible for responding appropriately and professionally to client requests. This position is also responsible for learning and becoming efficient at project processing, including coordination, multi-tasking, instruction comprehension, professional communications, and technical adeptness to successfully use applications and processing tools. This position is also responsible for working with Client Engagement and Sales to facilitate movement of Company products to a client and for coordinating sales distribution. This position is also responsible for providing exceptional customer service and education, and for resolving customer issues in a timely manner. This position will regularly and customarily exercise discretion and independent judgment relative to matters of significance and act as an advisor to the client.
Essential Job Functions:
1.Serve as primary point of contact for servicing customer accounts. Respond to the needs of the client, decide which course of action to take, and execute that action without consultation or direction.
2.Independently develop and monitor project plans to ensure quality, timely delivery, and research.
3.Demonstrate ability to accurately interpret client instructions and requests.
4.Facilitate professional communication between clients, internal departments and business units; and management.
5.Perform technical analysis and outline job flow.
6.Actively participate in work group.
7.As the primary client contact, maintain a positive relationship and ensure accuracy of delivery to exceed client expectations.
8.Continue to learn and gain knowledge of new processing and consultative techniques.
9.Adapt skills to meet changes in user interface and technology tools.
Recognize expectations of sales, internal departments, and external contacts.
Develop and maintain strong relationships across all internal teams.
Analyze existing workflows and processes and recommend innovative improvements.
Identify and evaluate additional business opportunities with current clients, and engage appropriate teams.
Maintain and analyze customer fulfillment patterns.
Keep records of customer interactions, detailing inquiries, complaints, comments, and action taken. May maintain data in the customer relationship management (CRM) system.
Assist in monitoring customer preferences to determine focus of sales efforts