Professional 3, Account Services Specialist

Green Dot Corporation • Tampa, FL

7d • $68,700 - $103,100 • Hybrid

About The Position

We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips. This position is classified as structured hybrid, with an expectation of a minimum of three (3) days per week working in the office and flexibility to work remotely on the remaining days. On-site expectations may evolve over time to support business needs, with clear communication provided in advance. The Account Services Specialist will impact the retention and growth of all client portfolios. This position will manage the enrollment of new clients and ensure that all policies are followed for the acceptance, setup, and training of new and existing clients. In addition, this position is responsible for problem resolution of all client portfolios and cardholder issues presented. The Account Services Specialist must work with service providers to ensure that all issues are resolved in a timely manner. The Account Services Specialist will also work with new and existing accounts to maximize active card count with each client.

Requirements

• 3+ years of experience in account management or client success roles.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to thrive in a fast-paced and dynamic work environment.
• Customer-centric mindset with a commitment to delivering exceptional service.
• Proven hands-on experience working with Salesforce CRM, including proficiency in navigating the platform, creating, and customizing records, and managing data.
• Demonstrates a sense of ownership and accountability for assigned tasks and projects, taking initiative to see them through to successful completion.
• Demonstrated ability to independently identify and troubleshoot issues, using a proactive and analytical approach to find effective solutions.
• Proven experience in self-management, with the ability to work autonomously, set personal goals, and consistently meet deadlines without constant supervision.

Nice To Haves

• Bachelor's degree preferred in Business, Finance, or a related field.
• Knowledge of paycard and earned wage access solutions is a plus
• Ability to work in the U.S. without sponsorship
• Ability to meet the location requirement outlined above

Responsibilities

• Card Count Expansion and Opportunity Maximization: Develop and execute strategies to increase the number of active paycards issued and active users within each existing client account. Identify upsell and cross-sell opportunities to maximize the overall value of our solutions for clients. Collaborate with the sales and relationship management teams to present additional services and features that align with client needs and objectives. Conduct regular account reviews to assess usage patterns and propose tailored solutions to enhance client outcomes. Provide clients with insights and recommendations on optimizing product utilization to meet their organizational goals.
• Implementation and Onboarding: Coordinate the onboarding process for new clients, ensuring a smooth and efficient transition. Create comprehensive project plans for the onboarding of new strategic clients, outlining key milestones, timelines, and responsibilities. Regularly update project plans, communicate progress to clients and internal teams, and adjust timelines as needed to accommodate changing requirements. Collaborate with internal teams, including but not limited to the Sales and Product teams, to ensure seamless execution of the onboarding process. Work closely with clients to understand their unique needs and tailor the implementation process accordingly. Provide ongoing support during the initial stages of client engagement, addressing any challenges and ensuring a positive onboarding experience. Conduct post-implementation reviews to gather feedback, identify areas for improvement, and enhance future onboarding processes. Assist in the onboarding process for new team members, providing them with the necessary information, resources, and support to quickly acclimate to their roles and the company culture.
• Client Relationship Management: Build and maintain strong relationships with assigned corporate clients. Serve as the primary point of contact for client inquiries, issues, and escalations. Conduct regular check-ins to assess client satisfaction and address any concerns. Facilitate the establishment of integration feeds, including the provision of integration specifications linking client-specific payroll software with internal systems. Conduct demonstrations and training sessions on product features to assist clients in achieving their specific business objectives and maximizing the value of our services. Coordinate the development of marketing materials. Travel to in-person meetings as needed.
• Issue Resolution and Troubleshooting: Address and resolve client issues promptly, collaborating with internal teams as needed. Proactively identify potential challenges and work towards implementing preventive measures. Collaborate effectively with third party service providers to effectively service customers. Be available during designated on-call hours, which may include evenings, weekends, and holidays, to respond to client needs.
• Product Knowledge and Training: Develop a deep understanding of our PayCard, earned wage access, and disbursements products and services. Provide training and support to clients, ensuring they maximize the benefits of our solutions. Collaborate with internal teams to stay updated on product enhancements and new features.
• Usage Analysis and Reporting: Monitor client usage and engagement with our paycard, earned wage access, and disbursements services. Conduct regular outreach to clients who are underperforming or showing low engagement. Offer support and recommendations to help them maximize the benefits of our services and improve their overall usage. Analyze data and prepare regular reports to demonstrate the impact of our solutions.
• Sales Support: Provide pre-sales support by assisting the sales team in understanding client needs, solutioning, and participating in client meetings when needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level