Client Service Manager

About the role

EML Payments is a global leader in the fintech space. Headquarters is in Brisbane Australia, with offices located around the world including USA and Europe. The mission is to create awesome, instant, and secure payment solutions that connect customers to their customers, anytime, anywhere, wherever money is in motion. The purpose is to inspire transformative digital change for customers and communities. The Client Service Manager will join EML’s North America operations function, primarily servicing the North American market and reporting into the Director of Customer Operations for North America. The role works closely with other regions to ensure global continuity, and is well suited for a Junior Account Manager. It is client‑facing, serving as the point‑of‑contact for operational matters from contract signature through day‑to‑day management, with two primary areas of responsibility: implementation/delivery support and ongoing client operational support. The role requires detail‑orientation, understanding of program setup complexity, and a focus on efficiency. It involves close collaboration with all departments, especially the commercial team inclusive of account management, and requires developing an understanding of the services needed for efficient business operation and a good grasp of the IT technology platforms. The successful candidate will have experience in an operational and client‑focused role, thrive in a dynamic environment, be solutions‑oriented, possess keen commercial acumen, and have significant drive and enthusiasm to deliver best‑practice service solutions.

Responsibilities

• 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 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
• Resourcefulness
• 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

Benefits

• 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