In addition to partnering and collaborating with the leadership team, Oversight & Controls Quality (OCQ), Learning & Development, Product, and Technology managers to supervise the service operation and effectively lead agents in providing excellent and efficient service to our merchants.  The Account Manager will also be the resolver for any escalation pertaining to the delivery of work by any of our specialists in the function. This role is also responsible for interacting, educating and supporting Relationship Managers and their clients delivering superior service and quality using all.

As a Commercial Card Claims Account Manager is responsible for leading a team of Claims Specialists: Delivering Service Excellence, Operational Controls, Compliance Adherence, overall Staff Readiness and Communication for their respective teams. Account Manager responsibilities include employee coaching & training, performance feedback, employee development as part of their day-to-day responsibilities.

Job Responsibilities:

Leads a team of Claims Analyst and provide operations support (e.g. people development, training, performance management) Manages relationship with internal clients and external clients, anticipate needs, take feedback, run conference calls, facilitate in person client meetings Monitors Claims Specialists activities, including attendance and timeliness, phone usage, call quality, and ongoing training and development. Assists analysts and the Leadership team with escalations, and assist internal customers with questions and/or general support needs.  Monitors and actively prioritizes workloads for both Commercial Card and Prepaid Processes Takes responsibility for the quality of work submitted and ensures highest standards are maintained Manages projects and conducts User Acceptance Testing for process and/or tools enhancements Liaises with others departments on projects assigned and/or workflows exist between groups Facilitates RCSA and annual testing; conducts Job Aid Reviews Supports and drives goals and objectives of the function and the location

Required qualifications, capabilities, and skills:

Minimum of 3 years of team management experience Critical Thinking, Problem Solving, and excellent interpersonal skills Excellent in both written and verbal communication skills Intermediate to advanced  analytical skills and has strong knowledge of business applications such as Microsoft Office (excel, database) Intermediate to advanced data visualization skills (Tableau, SharePoint, PowerPoint)

Preferred qualifications, capabilities, and skills:

Team manager experience preferably servicing customers in the Chargeback/Disputes line of work Project Management Skills Trained on Business Change Management Financial and/or Data Analytics background