Customer Account Manager - Ireland

Job Description

The Customer Account Manager is responsible for proactive support and service to an assigned portfolio of small to medium-sized clients via telephone or email. The role includes account maintenance, growth, increased profitability, overall client satisfaction, and projects to identify opportunities to enhance the profitability of the client relationship.

Responsibilities

• Retention of assigned portfolio of accounts
• Upsell - selling ancillary products and services to customers
• Meet Key performance indicators including call productivity, case management, retention, product penetration and customer status engagement related targets
• Achieve in year new business revenue, total portfolio revenue and customer retention revenue
• Adhere to Service level agreements for customer management procedures including other departments

Qualifications

• At least 2 years' experience in a customer account management role in a sales driven environment.
• Evidence of consistently hitting and overachieving revenue targets.
• Ability to prioritize and manage a large portfolio with a strong focus on retention and growing your book of business.
• Excellent time management and organisational skills.
• Proven ability to develop and maintain relationships at all levels of a company.
• Broad commercial and financial acumen and awareness of issues involved in negotiating and has ability to negotiate logically and constructively.
• An influential and highly effective communicator (verbal/non verbal/written) with strong interpersonal skills.
• A team player able to work and support colleagues across a multinational organisation.
• A willingness to accept change and the ability to maintain effectiveness in a changing environment.
• Strong relationship building and influencing skills.
• Leaving Certificate or equivalent as standard.

Competencies

• Collaboration: Interacting with multiple departments in a positive manner through voice, video and other digital and in person meetings.
• Customer Centricity: Keeping the customer at the core of our efforts to maintain a business relationship and service with occasional ad hoc related projects, events, initiatives and campaigns.
• Drive for Results: Focusing on both retention and revenue growth.
• Inclusion: Working with colleagues inclusively in line with US Bank culture.
• Risk: Appropriately identify and manage risks, in compliance with applicable laws, rules and regulations, and with Company Policy.
• Ethics and Trust: Maintain high ethical standards; gain the confidence and trust of others through honesty, integrity and authenticity. Conducts him or herself honestly and ethically; adheres to a core set of values and standards appropriate to the situation and acts; accordingly, is consistent in own words and actions; inspires trust and respect, by dealing openly with people; keeps confidences and admits mistakes.

Location Expectations

This role requires working from a U.S. Bank location three (3) or more days per week.

Accessibility

We are committed to providing an inclusive and accessible recruitment experience. If you need adjustments at any stage of the application or hiring process, please contact your recruiter for guidance and support.

Controlled Function Compliance

This role has been identified as a Controlled Function (CF 4) under the Central Bank of Ireland's Individual Accountability Framework Act 2023. Accordingly, EFS must be satisfied on reasonable grounds that the role holder complies at all times with the fitness and probity/propriety standards. Applicants agree to permit EFS (or its agents) to conduct such due diligence as it deems necessary to satisfy itself on reasonable grounds that you comply with the Fitness and Probity/Propriety Standards and that you will provide EFS with all information and/or documentation relating to your qualifications, experience, employment history, financial soundness and other interests that EFS requests for that purpose.

Total Rewards

• Clearly defined salary ranges aligned with industry benchmarks and internal equity standards.
• Performance-based incentives for eligible employees (as defined by relevant plan rules), awarded through transparent, objective criteria that recognize both individual and company performance.
• Inclusive equitable benefits that are accessible to all employees and focused around our 3 main pillars of financial wellbeing, health & wellness.
• Continuous development opportunities including training, education support, and career progression pathways based on inclusive and transparent criteria.
• Employee recognition programs that celebrate achievements and milestones for all.