Account Services Representative - Minneapolis, MN
About The Position
The Account Services Representative establishes and maintains strong working relationships with assigned business accounts and serves as the day-to-day contact for program administrators or relationship managers. The role answers, researches, and resolves customer operational issues using a consultative account management approach. It also supports delinquency management, client systems, and program implementations; promotes efficient standards and adoption of electronic and web-based solutions; monitors service quality and portfolio accuracy; and follows up on inquiries, provides training, and shares updates. The position involves extensive client contact, primarily by telephone or email, and coordination with internal teams to support service delivery. The role is based in Minneapolis, Minnesota, with a hybrid/flexible schedule requiring at least three days per week in the office. The regular shift is 10:00 a.m.–7:00 p.m., Monday through Friday. During the first 90 days of training, the required shift is 8:00 a.m.–5:00 p.m. Central Time.
Requirements
- High school diploma or equivalent.
- Five or more years of customer service experience.
Nice To Haves
- Strong verbal, written, and interpersonal communication skills.
- Proven customer service and relations skills, including the ability to handle complaints, problems, and general inquiries effectively, tactfully, and knowledgeably with customers and non-customers.
- Excellent telephone skills, including listening and demonstrating courtesy, empathy, and accuracy.
- Thorough knowledge of relevant operational processes and procedures and company products and services.
- Proficiency navigating relevant computer systems to pull reports, shadow clients, and troubleshoot technical issues.
- Ability to perform interest calculations and account adjustments.
- Strong analytical and problem-solving skills.
- Ability to manage multiple tasks, projects, and deadlines simultaneously.
Responsibilities
- Establish and maintain working relationships with assigned business accounts, serving as the day-to-day contact for program administrators or relationship managers.
- Answer, research, and resolve operational problems experienced by customers using a consultative account management approach.
- Assist with delinquency management, client systems, and program implementations.
- Promote efficient standards and facilitate clients’ adoption of electronic and web-based solutions instead of paper reports or other inefficient program-management practices.
- Identify and report issues and maintain accurate accounting of assigned portfolio specifics.
- Follow up on client inquiries, provide training, and provide updates to maintain high service satisfaction.
- Coordinate and interact with internal teams and individuals to ensure high levels of service delivery.
- Communicate with clients primarily through telephone or email.
Benefits
- Medical, dental, and vision coverage.
- Basic term and optional term life insurance.
- Short-term and long-term disability coverage.
- Pregnancy disability and parental leave.
- 401(k) and employer-funded retirement plan.
- Paid vacation of two to five weeks, depending on salary grade and tenure.
- Up to 11 paid holiday opportunities.
- Adoption assistance.
- Sick and Safe Leave accruals of one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
- Incentive and recognition programs.
- Equity stock purchase, 401(k) contribution, and pension, subject to eligibility requirements.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
