Commercial Card Specialist

First National Bank

2d•Onsite

About The Position

The FNBO Commercial Card Specialist role is responsible for partnering with FNBO Payment Advisors, Relationship Managers and other internal FNBO partners to source, identify, size and solution in-footprint Commercial Card prospects/customers, as well as manage the accounts post-implementation. The role of a FNBO Commercial Card Specialist is pivotal in fostering strong and lasting relationships between the company and its key customers. This role responsible for understanding the customers' business needs, identifying new and cross-sell opportunities, growth potential, and ensuring the delivery of high-quality products or services. The FNBO Commercial Card Specialist will maintain up-to-date knowledge of FNBO products and services, as well as those of key vendors and partners to help develop strategies for how to continually apply them to evolve and improve the quality of results and service delivered to a customer (ex: reducing customer expenses, identifying areas for efficiency gains throughout the procure-to-pay cycle, finding creative solutions to cash-on-hand and working capital for customers, automation of manual invoicing and payments processes, etc.). The FNBO Commercial Card Specialist will report directly to the Sales Management Leader. They will work closely with leadership, Relationship Managers, Payment Advisors, Agent Bank Partners, Agent Bank BD Team, Sales Support, and other relevant roles and departments within the organization. Collaboration and partnership must be a critical strength for this individual.

Requirements

Bachelor’s Degree preferred (Finance, Business or other related field of study)
Minimum 5+ years relevant experience working in account management or related field
Excellent communication, negotiation, and interpersonal skills.
Strategic thinker with the ability to develop and execute effective business plans.
Proficiency in CRM software and other relevant tools.
Results-oriented mindset with a focus on driving business growth and exceeding targets.
Strong analytical skills and attention to detail.
Ability to thrive in a fast-paced, dynamic work environment.
Commitment to continuous learning and professional development.
Willingness to travel for customer meetings or team events.
Candidates must possess unrestricted work authorization and not require future sponsorship.

Nice To Haves

Treasury, Global Banking, Merchant and FinTech experience
Knowledge of applicable credit card Networks rules and regulations.
Experience working with Salesforce.

Responsibilities

Sales and Revenue Growth Actively identify business opportunities for new and existing accounts.
Build and maintain strong pipeline using available and relevant tools and data.
Monitor and negotiate contract terms and pricing to maximize profitability while ensuring customer satisfaction.
Work with partners to align on revenue targets and build strategies to meet those targets.
Achieve and exceed retention and cross-sell targets and growth goals for assigned accounts.
Identify growth opportunities within accounts and collaborate with internal teams to develop strategies to capitalize on them.
Customer Relationship Management Develop and maintain strong, trust-based relationships with key customers.
Act as a main point of contact for all matters concerning assigned accounts.
Regularly communicate with customers to understand their evolving needs, challenges, and objectives.
Know customer objectives, key strategies, and leaders and stakeholders such that you are able to collaborate in further refining those strategies and developing specific initiatives and solutions that will enable the customer to achieve their objectives.
Speed to Revenue and Strategy Accurately complete all related sales paperwork and documentation to ensure a smooth transition for new customers boarding.
Partner closely with the implementation teams to ensure flawless execution of new customer setups, training, and onboarding for products.
Create and execute comprehensive account plans aligned with customers' business goals and company objectives.
Customer Satisfaction and Retention Monitor customer satisfaction levels and address any issues or concerns promptly and effectively.
Anticipate potential risks or issues and proactively address them to ensure customer satisfaction and retention.
Proactively identify areas for improvement and implement solutions to enhance the customer experience.
Develop strategies to increase customer retention and minimize churn.
Timely follow-up and seamless execution of initiatives.
Cross-functional Collaboration Collaborate closely with internal teams such as leadership, Agent Bank partners, Payment Advisors, sales, product development, marketing, and customer servicing to deliver integrated solutions that meet customers' needs.
Serve as the voice of the customer within the organization, advocating for customer priorities and requirements.
Contract Negotiation and Annual Reviews Lead contract negotiations and annual reviews as required, ensuring terms are favorable to both the customer and the company.
Discuss upcoming annual reviews, contract end dates and other critical items in a timely manner and explore opportunities for upselling or cross-selling additional products or services.
Performance Monitoring and Reporting Monitor key performance indicators (KPIs) and metrics to track the health and success of assigned accounts.
Prepare regular reports on account status and pipeline, highlighting achievements, challenges, and opportunities for improvement.
Prepare regular reports and presentations for leadership to communicate customer performance and strategic initiatives.
Risk Management and Compliance Identify and mitigate potential risks or issues that may impact customer satisfaction or business outcomes.
Ensure compliance with company policies, procedures, and contractual obligations in all customer interactions and transactions.
Professional Development Stay abreast of industry trends, market developments, and best practices in account management.
Seek opportunities for professional development and skills enhancement to continuously improve performance and effectiveness in the role.
Other duties as assigned by leadership.