Manager, Portfolio Health (Hybrid)

Rewards Network•Chicago, IL

5d•Hybrid

About The Position

Celebrating 41 years in business, Rewards Network has helped restaurants increase their revenue, traffic, and customer engagement through our innovative financial, marketing services, and premier dining rewards programs. We connect diners to fantastic restaurant experiences by offering unique card-linked offers. Our offers leverage advanced technology and powerful data analytics, providing value to our restaurants, diners, and strategic partners' loyalty programs. At Rewards Network, you will find a passionate and diverse group of professionals that enjoy working collaboratively, solving problems, and taking ownership of not only their own careers and success, but the success and continued growth of the organization. We take pride in partnering with the world's most powerful loyalty programs to bring full price paying customers and better ways to access working capital options to local restaurants. We offer a challenging and rewarding environment where you can maximize your potential. This role serves a critical leadership function in ensuring the health of our client relationships and protecting company revenue. The Manager, Portfolio Health leads and manages a team responsible for triaging and resolving business interruptions, primarily caused by payment processing interruptions (Missing Tickets) and banking issues related to accounts receivable (A/R). This role is responsible for setting the direction of the Portfolio Health function, managing performance, overseeing escalations, and partnering cross-functionally to prevent unnecessary merchant deletions and recovery referrals. The Manager works closely with internal stakeholders and clients to resolve complex issues and improve portfolio outcomes. This is a hybrid position that requires in-office presence 3 days a week in Chicago (Tuesday-Thursday).

Requirements

HS Diploma or Equivalency
3-5 years of experience in a collections, client management, accounts receivable, or similar function required
3+ year in a management position
Excellent interpersonal skills and great communication habits
Ability to negotiate in a fast-paced setting to get to a resolution
Strong leadership qualities and characteristics, demonstrated ability to train and coach others
Proven analytical and problem-solving skills
Agility in the workplace and ability to adopt and communicate process updates to stakeholders and team
Strong attention to detail, organizational skills, and an established track record of delivering results on time
Experience using SalesForce, AS400, Microsoft Office, and telephone systems
Ability and willingness to learn new skills and take on new tasks
Ownership mentality

Nice To Haves

College degree in business, finance, or related field a plus

Responsibilities

Lead a team of portfolio health specialists who focus on resolving business interruptions caused by broken processor connections, accounts receivables balances, and manual billing arrangements
Track team performance metrics, identify areas for improvement, implement corrective actions and deliver performance reviews.
Oversee daily Portfolio Health and Missing Tickets books of business, focusing on prioritizing team outreach based on business impact, and focusing on escalations, cross-functional collaboration, and accounts at risk of deletion
Serve as the primary escalation point for complex Portfolio Health issues, escalated by team members or customers, prior to deletion and Recovery referral.
Ensure efficient workflow and adherence to company policies and procedures within the team.
Train new team members, conduct ongoing training sessions, and support professional development.
Prepare and review detailed reports on accounts receivable and processor interruption activities, including aging reports and collection forecasts.
Handle high-level customer interactions, including negotiations and dispute resolution, to maintain positive relationships.
Ensure compliance with relevant financial regulations, accounting standards, and internal controls.
Identify and recommend process improvements to enhance efficiency and effectiveness in Portfolio Health operations.
Work closely with our Strategic Account Managers, Client Success managers as well as Sales, Finance and Operations Leaders to drive the right outcomes for our business.
Manage a small book of business comprising our highest priority matter.

Benefits

Comprehensive benefits package
Competitive Paid Time Off and company holidays
Generous dining reimbursement when you dine with our restaurant clients
401(k) plan with a company match
Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
Partnership with Rx n Go, offering certain prescriptions for free
Dental plan options and a vision plan
Flexible Spending Accounts and a pre-tax commuter benefit program
Accident, Critical Illness, and Hospital Indemnity Insurance Plans
Short Term and Long Term disability
Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance
Employee Life Assistance Program