Associate Client Account Manager

Cass Information Systems•Columbus, OH

About The Position

The Associate Client Account Manager is responsible for the overall management of assigned mid-tier client accounts. This role involves taking a leadership position in developing mutually beneficial working relationships, achieving account growth, and furthering the success of both the client’s and Cass’s business. This is achieved through system enhancements, process improvements, and training to facilitate the client’s full utilization of Cass services and products. The position also performs client account representative duties for assigned accounts by supporting daily processing activities and providing clear direction to internal staff concerning client processes. Additionally, this role offers guidance to client account representatives regarding day-to-day client needs and inquiries.

Requirements

Strong, well-developed interpersonal skills to maximize client responsiveness and develop a working relationship with current clients as well as the ability to work effectively with other departments of Cass and the client’s organization.
A high level of analytical skills to process client inquiries, evaluate client requests and procedures and implement as appropriate, and to understand the client’s operational and data processing systems, etc., to meet client needs in a way mutually beneficial to both client and Cass.
Well-developed organizational skills with consistent time management to handle multiple tasks simultaneously.
Proficient in Microsoft Office suite with focus on Excel (pivot tables/Vlookups).
General SQL knowledge may be required for TIS division.
A strong ability to communicate effectively, both written and verbally at all levels.
Ability to travel up to 15%.
A technical level of knowledge normally acquired through completion of a bachelor’s degree in business administration, data processing or related area or an equivalent combination of education and experience.
2-4 years of customer relations experience in a technical or business service environment, including 1-2 years of account management experience preferably with dedicated accounts.

Responsibilities

Independently manages all service activities with mid-tier customers and communicates verbally and in writing such that an authoritative relationship is developed.
Possesses a thorough understanding of all services and tools that Cass provides for communication and demonstration to our customers and makes recommendations to improve process efficiency and quality.
Independently processes and responds to internal and client questions, processing issues, and other requests according to company defined procedures.
Demonstrates the ability to coordinate the assignment and management of customer priorities.
Thoroughly analyzes issues and requests including technical changes to processing systems and clearly communicates solutions to customers.
Ensures application of best practices through consistent evaluation of key metrics, independently driving process improvement efforts to advance account standing.
Creates and maintains a detailed project log to track system enhancements and account related process improvement activities.
Ensures the successful delivery of new solutions according to customer needs and objectives.
Keeps leadership, appropriate internal resources, and customers informed of significant issues on a timely basis.
Acts as a positive representative of the company, both internally and externally, in accordance with written principles of the organization without direction or oversight from management.
Shares knowledge of duties and clients with fellow employees.
Helps train and mentor fellow employees.
Performs account representative duties by responding to internal and client questions, ensuring resolution of processing issues, and other requests related to assigned accounts.
May support certain assigned accounts in conjunction with Business Process Outsourcing (BPO) resources.
Other duties as assigned.