Account Manager (PHQ Specialist) - ELS

The primary objective of this PHQ Specialist is to ensure efficient and specialized support for DST (Digital Settlement Technologies) and other high-visibility clients. Additionally, this role reinforces our commitment to delivering high-quality service, meeting client expectations, and optimizing our internal processes. The person chosen for this role should be highly organized and possess strong project management skills. This position reports to the Manager of Client Services and has less than 5% travel time. 

PHQ Program Setup:

• Ensure efficient and specialized support for DST (Digital Settlement Technologies).
• Provide accurate and timely responses to all requests.
• Arrange and deliver ad-hoc reporting as needed
• Attend calls and meetings related to PHQ program setups.
• Responsible for documenting and recapping meetings as well as developing action plans.
• Work with sales/account mgmt. to track program setup progress
• Schedule, develop and lead program setup reviews with CAMs as needed/required
• Know the intricacies of PHQ and BHN products/services.

Process Enhancement:

• Identify areas for improvement in PHQ workflows and procedures to streamline operations and enhance overall efficiency.

SLA Adherence:

• Hold cross functional teams accountable for meeting and exceeding Service Level Agreements, ensuring that our commitments to clients are consistently met.

Performance Reporting:

• Provide detailed and insightful reports on our operational performance, highlighting successes and areas for improvement.

Quality Oversight:

• Conduct regular assessments, audits, and reviews to maintain and elevate our service quality standards related to PHQ program setups.

Close Loop Approval Communication:

• Coordinate with CPAM team on realistic timelines for Closed Loop merchant approvals and communicate back with the account management team accordingly.

Client Satisfaction:

• Demonstrate a commitment to ensure our clients understand realistic timelines and monitor/push to meet those timelines delivering exceptional service.
• Indicate exceptional client satisfaction and engagement.

Standards of Excellence:

• Consistently adhere to standards of excellence documentation and RACI guidelines in all activities.

Data Integrity:

• Maintain complete and accurate information across all platforms and reporting.

Issue Tracking and Resolution:

• Ensure efficient issue tracking, utilization of available resources, and timely resolution.

Escalations:

• Ensure all issues or delays related to program setups have been communicated back to the CAMs and include managerial involvement.

Team Engagement:

• Always engage in team/department calls and consistently appear on camera.
• Contribute actively to discussions.

• Proficient in MS Outlook, Word, Excel, and PowerPoint
• Excellent written and verbal communication skills; organizational skills
• Demonstrate initiative and ability to make decisions
• Problem solving, analytical and critical thinking skills
• Proven presentation skills
• Ability to influence cross-functionally
• Ability to work in a fast-paced, team-oriented work environment
• Bachelor’s Degree preferred or equivalent experience.
• +1 year account management/ client services experience (preferred)