EML Payments is a global leader in the fintech space. Headquarters is in Brisbane Australia, offices are located around the world including USA and Europe. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.
About The Role
We are looking to hire a Client Service Manager to join EML’s North America operations function. This role will primarily service the North American market, reporting into the Director of Customer Operations for North America. They will work closely with other regions that oversee the same responsibilities, ensuring global continuity wherever possible. This would be great role for Junior Account Manager.
This role will be client-facing, serving as the point-of-contact for operational matters from contract signature through day-to-day management. This role will have two primary areas of responsibility, implementation/delivery support, and on-going client operational support.
We are looking for someone that is detail oriented, understanding the complexity that surrounds our program setups and client base, focusing on ensuring that we are working as efficiently as possible to support them.
This role will work very closely with all departments in the organization, but in particularly close with the commercial team inclusive of account management.
It will be essential for the successful applicant to develop an understanding of the services required to ensure the efficient operation of the business, and to have a good understanding of the IT technology platforms. This role will be hyper-focused on managing to client operational processes and providing recommendations to create happy clients and efficient internal efforts!
The successful candidate will already have experience in an operational and client-focused role, will thrive in a dynamic work environment, be solutions oriented, possess a keen commercial acumen and have significant drive and enthusiasm to deliver best practice service solutions.
What You'll Do
Work closely with account management leadership and team to best service EML’s NA Clients
Work closely with cardholder support team to ensure larger scale issues are appropriately communicated, with a client-focused mentality and proactive communications
Proactively identify and solve complex problems that impact the management, relationship and growth of the accounts
Represent EML to the client and the client to EML
Gather and share information internally on process or technical challenges for our partners, bringing the right resources together to identify and implement solutions
Demonstrate subject matter expertise on EML products and services
Manage the ticketing and contact/communication management process as defined for the region
Ensure all tickets are responded to in a timely manner
Support Card Production team through the client ordering process with timely communications out to clients
Qualifications
Minimum of 5+years’ work experience in client services and/or client support
Preferred experience in financial services
Resourcesfulness
Strong attention to detail
Strong collaborative ability
Strong technical expertise to learn new applications
Willingness to learn and support where required
Ability to build relationships, influence decisions, and negotiate in the best interest of EML and its clients
Experience with JIRA, Excel (Pivot Tables), Word
What We Offer
Health Insurance
Dental and Vision insurance
Employer-paid Life and Disability insurance
401k plan with employer match
Paid time off including: (up to) 25 days of PTO & Holidays
Robust Parental Leave
Seniority level
Mid-Senior level
Employment type
Full-time
Industries
Financial Services
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