CARDTRONICS Bilingual Services Account Manager (Spanish/English) Salary in the United States

The Services Account Manager, establishes and oversees all aspects of service delivery and operational relationships for assigned customers. This role manages a portfolio of customer accounts for multiple financial institutions that brand Cardtronics ATMs, and is the single point of contact for each client he/she supports. The Account Manager is responsible for operational Customer communication and the administration of planning, execution, and documentation of moves, adds, changes, and Customer reporting. This role focuses on client engagement, customer satisfaction, and service delivery excellence to identifying areas of opportunity for revenue enhancements, transaction growth or expense reductions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Primary liaison between Cardtronics and the assigned financial institution customers.
• Ongoing reviews of each client's portfolio to identify any performance issues, and work with the appropriate internal groups to address the problem.
• Partner with Relationship Managers to ensure the customer's expectations and requirements are met per the agreed upon services contract.
• Responsible for SLA compliance.
• Act as an operational lead on new branding implementations and expansion projects. Partner with internal teams to outline project plans.
• Build and maintain strong partnerships with key internal departments; Command Center, Armored, Cash, Marketing, Engineering, Warehouse, Logistics, Tech support, etc.
• Prepare monthly portfolio performance reviews and deliver results via conference calls with assigned financial institution customers.
• Generate and distribute all necessary customer reporting.
• Required to be familiar with each client's contract to ensure accurate fees are included on invoicing, and service level requirements are considered and met.
• Provide month-end data to Accounting for invoice preparation and delivery, and assist in the collection of past-due invoices as needed.
• Receive inquiries and escalations from clients, and promptly work towards providing a solution to any issues. 
• Collaborate with the Relationship Manager and Cardtronics network teams to mitigate the impact of service failures by providing notification and reporting regarding network related service disruptions to clients.
• Oversee the creation, approval, submittal of forms required and implement Customer requests for moves, adds, changes, removals, surcharge increases etc.
• Review and analyze the results of the quality control visits, ensuring each client's brand remains in compliance and intact. Resolve any deficiencies as needed.
• Work with Inventory Control team to plan for, and ensure adequate resources are available for new clients or project expansions.
• Develop and deliver client-specific reports and presentations to management as requested.
• Assist customers with the management of their Bank Identification Number (BIN) profiles on Cardtronics network.
• Escalate and resolve any surcharge exceptions for assigned branding customers, and communicate issues and resolutions appropriately with the customer.

SYSTEMS INVOLVED

• CardLink / DocLink
• CORE
• Device Manager
• Postilion Terminal Monitoring
• Various Web based Tools

EDUCATION and/or EXPERIENCE

• High school or equivalent. Bachelor's Degree preferred.
• 1-3 years' Service Account /Operations experience in the Banking industry.
• Client facing skills required.
• Strong computer skills.
• Hands-on self-starter with the ability to effectively follow difficult issues to resolution. 
• Ability to handle a moderate degree of stress in a fast pace environment.
• Ability to grasp the basics of site specific profit and loss.
• Periodic travel and overtime will be required.
• Must have excellent communication skills, both written and oral.
• Solid proficiency in Microsoft Office applications, especially advanced functions of Excel.
• Ability & willingness to learn new computer software applications as required for the job.
• Exceptional organizational and time management skills with great attention to detail.
• Ability to quickly respond, prioritize and act amid multiple, conflicting demands.
• Must be able to successfully pass all applicable background screening tests.

About Cardtronics

EOE/Minorities/Females/Vet/Disability