This is a dynamic environment; we are looking for someone who is self-motivated, with attention to detail.

As a Account Manager in the AMS MGMT & Support department. You will oversees the day-to-day operations of a team of employees responsible for the execution of maintenance activities for the Merchant Service line of business.  Your top priority is to manage production with quality balance, while creating a positive environment for team members and  serves as an escalation point for employees while also assisting with complex issue resolution.  You are primarily focused on front line supervision; employee coaching, assisting upper-level management with research of escalated issues & execution of defined operational objectives & reporting. You are responsible for the team’s performance in the overall setup process: expediting & conducting the quality maintenance setup for merchant accounts. . 

Job Responsibilities

Monitor account specialist activities and key performance indicators  Coach and develop specialists for continuous skill refinement through various mediums to isolate individual employee performance improvement needs and administer the appropriate training/actions to yield the intended performance results  Analyze operational performance to capture developing trends and recommend process improvement solutions to continuously enhance operational productivity and uplift efficiency   Leverage resources to monitor case aging, case-type patterns and isolate developing trends to identify opportunities for process and/or procedural changes to increase productivity  Liaise with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure the AMS is represented and to maintain procedural flow that functions homogeneously for all groups, and to ensure regulatory compliance issues are adequately addressed Assist with escalations and assist internal customers with questions and/or general support needs  Participate in all hiring and performance management activities pertaining to the team Administer corrective disciplinary action as necessary to address unacceptable performance behaviors/incidents Support business initiatives, inclusive of representing department in strategic system enhancement projects 

Required qualifications, capabilities, and skills:

Advanced analytical skills with the ability to adapt quickly to change Critical thinking, problem solving, and interpersonal skills  Ability to influence employee morale Ability to multi-task and be self-directed Excellent communication skills (verbal and in writing) Ability to provide professional and interpersonal communication when interacting with others Proficient in MS Office (Excel, PowerPoint, Word)

Preferred qualifications, capabilities, and skills:

Minimum of 3 years of experience in customer service, operations, treasury, sales or portfolio management Demonstrated leadership experience (directly managing staff) Experience in supporting operational process changes and system enhancements Must be willing to support after-hour (evenings/weekends) account escalations as necessary