INDEPENDENT COMMUNITY BANKERS OF AMERICA Client Relations Representative - Bancard Salary in the United States

Summary

Client Relations Representatives are responsible for client support including proactive engagement, new plan manager introductory webinars and benefits overviews.  Client Relations Representatives receive inquires, escalations and contact via several avenues and must acknowledge the inquiry, capture the contact in the data base, track to resolution and follow-up in a timely manner.  Client Relations Representatives are often the first point of contact a client or vendor partner has with the organization.  For this reason, it is imperative that the Client Relations Representative proactively reviews all internal communications and vendor partner announcements.  Client Representatives must actively register and attend webinars hosted by internal and external sources to stay current with the payments industry evolving technology and operating regulations.  Client Relations Representative must be knowledgeable about all Bancard’s products and services including ACE and conduct client training as needed. 

Client Relations Representatives must work well independently fulfilling requests for information on card payment industry matters as well as problem resolution.  In addition, Client Representatives must have a strong sense of decisioning in keeping the supervisor aware and engaged with high priority inquiries, trends and at-risk clients.  The representative will work with client banks, internal staff and various business partners to bring resolution to bank issues; support portfolio growth; and refer membership and payment products and services for sales. The representative is also responsible for identifying clients to engage marketing and growth strategies as well as client references.

This position requires an individual who enjoys promoting products and services, ensuring client satisfaction, and looking for ways to encourage growth and engagement among Bancard’s payments product clients.

Key Duties & Responsibilities

• Handle incoming communications (calls/e-mails) from client banks and business partners using appropriate resources to respond within department guidelines
• Initiate proactive calls and emails to support and promote portfolio growth
• Proficient in online analysis tool to support clients and conduct portfolio consultations
• Support Relationship Management team and Member Relations Officers (MROs)
• Proactively engage with clients post Relationship Management bank visit and/or consultation
• Program implementation support (liaison with vendors and client banks)
• Host webinars for client training
• Identify and refer leads for Bancard products and services and ICBA membership
• Proactively follow up with clients regarding marketing opportunities
• Engage client banks to understand their business needs and offerings
• Create a strong bond between the Bancard Client Relations department and the bank program managers
• Aid in the development of department efficiency tools and processes
• Monitor vendor survey results and communicate with clients to ensure satisfaction
• Proactively seek resources and opportunities to support personal growth and development that augment payments industry knowledge
• Other duties as assigned

Qualifications

• Bachelor’s degree and minimum of 3 years-experience working for a financial institution and/or data processing company with knowledge of the Payments industry and related products (credit card, debit card, ACH, mobile technologies, loyalty, Visa/MC etc.). 
• Experience in a customer contact capacity required
• Knowledge of Microsoft Office suite; database knowledge is a plus
• Strong, proactive work ethic
• Passionate about servicing community bank customers
• Ability to make decisions and exhibit sound and accurate judgment
• Excellent written and verbal communication skills
• Ability to manage difficult or emotional client situations
• Ability to work within a team and individually
• Ability to manage multiple databases
• Ability to travel when and if required