Associate Client Account Manager

About the role

The Associate Client Account Manager is responsible for overall management of assigned mid-tier client accounts by taking a leadership role in developing mutually beneficial working relationships, achieving account growth, and furthering the success of both the client’s and Cass’s business through system enhancements, process improvements, and training to facilitate the client’s full utilization of Cass services and products.

This position also performs client account representative duties for assigned accounts by supporting daily activities related to processing and provides clear direction to all internal staff concerning client processes. Additionally, it offers guidance to client account representatives regarding day-to-day client needs and inquiries.

Responsibilities

• Independently manages all service activities with mid-tier customers and communicates verbally and in writing to develop an authoritative relationship.
• Possesses a thorough understanding of all services and tools that Cass provides, communicates them effectively to customers, and makes recommendations to improve process efficiency and quality.
• Independently processes and responds to internal and client questions, processing issues, and other requests according to company-defined procedures.
• Demonstrates the ability to coordinate the assignment and management of customer priorities.
• Thoroughly analyzes issues and requests, including technical changes to processing systems, and clearly communicates solutions to customers.
• Ensures application of best practices through consistent evaluation of key metrics, independently driving process improvement efforts to advance account standing.
• Creates and maintains a detailed project log to track system enhancements and account-related process improvement activities.
• Ensures the successful delivery of new solutions according to customer needs and objectives.
• Keeps leadership, appropriate internal resources, and customers informed of significant issues on a timely basis.
• Acts as a positive representative of the company, both internally and externally, in accordance with the organization’s principles without direction or oversight from management.
• Shares knowledge of duties and clients with fellow employees; helps train and mentor fellow employees.
• Performs account representative duties by responding to internal and client questions, ensuring resolution of processing issues, and handling other requests related to assigned accounts. May support certain assigned accounts in conjunction with Business Process Outsourcing (BPO) resources.
• Other duties as assigned.

Requirements

• Strong, well-developed interpersonal skills to maximize client responsiveness and develop working relationships with current clients, as well as the ability to work effectively with other departments of Cass and the client’s organization.
• A high level of analytical skills to process client inquiries, evaluate client requests and procedures, implement as appropriate, and understand the client’s operational and data processing systems to meet client needs in a mutually beneficial way.
• Well-developed organizational skills with consistent time management to handle multiple tasks simultaneously.
• Proficient in Microsoft Office suite, with a focus on Excel (pivot tables/Vlookups).
• General SQL knowledge may be required for the TIS division.
• A strong ability to communicate effectively, both written and verbally, at all levels.
• Ability to travel up to 15%.

Qualifications

• A technical level of knowledge normally acquired through completion of a bachelor’s degree in business administration, data processing, or a related area, or an equivalent combination of education and experience.
• 2-4 years of customer relations experience in a technical or business service environment, including 1-2 years of account management experience, preferably with dedicated accounts.

About the company

Cass Information Systems, Inc. (NASDAQ: CASS) is a leading provider of integrated information and payment management solutions. Cass enables enterprises to achieve visibility, control, and efficiency in their supply chains, communication networks, facilities, and other operations. Disbursing over $95 billion annually on behalf of its clients and with total assets of $2.5 billion, Cass is uniquely supported by Cass Commercial Bank. Founded in 1906 and a wholly-owned subsidiary, Cass Commercial Bank provides sophisticated financial exchange services to the parent organization and its clients. Cass is part of the Russell 2000®.