Specialty Accounts Manager
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About The Position
The Specialty Accounts Manager at Advancial is responsible for overseeing the Specialty Accounts Representatives within the Contact Center, acting as a Subject Matter Expert (SME) on various Specialty Accounts programs, including Inbound USA and Retail Indirect Credit Cards. This role is pivotal in maintaining and nurturing relationships with partners, particularly Select Employer Groups (SEGs) and Retail Indirect Merchants, ensuring that they receive exceptional service and support. The manager will establish and monitor key performance indicators (KPIs) to guide the activities of the team, ensuring that departmental goals are met and that the vision for growth is realized. In this position, the Specialty Accounts Manager will provide coaching and support to the team, conducting performance evaluations and creating performance improvement plans as necessary. The manager will also collaborate with the Business Relations team to manage relationships with SEGs and Retail Indirect Merchants, ensuring compliance with policies while striving for satisfaction. The role requires staying informed about all credit union products and services, effectively communicating changes to the staff, and ensuring that they are equipped to cross-sell products effectively. The manager will be responsible for creating and delivering timely communications to team members through various methods, including daily huddles and weekly meetings. Performance tracking will be a key aspect of the role, involving call monitoring and quality assurance reviews to ensure adherence to service standards. Additionally, the Specialty Accounts Manager will oversee staffing needs, manage schedules, and assist with the loan application process and other daily transactions to maintain high service levels. This position also involves administrative duties such as reporting and strategic planning, ensuring positive relationships with branches and external partners, and fostering a caring atmosphere for both members and employees. The base salary for this role ranges from $75,000 to $94,000 per year, depending on experience, with additional incentives available.
