Account Manager Job Description
Synopsis
If you possess advanced problem-solving and analytics skills along with the ability to prepare, examine, and review Au Pair Program participant records, then the Account Manager role may be for you. As an Account Manager, you must have a genuinely warm and polite demeanor, a positive outlook, be a consummate professional, be articulate in your speech and efficient in your actions. You will be confident in preparing financial statements and calling customers to resolve financial and billing matters. You must make sure all program participant records are accurate and that all files are complete. You must also be able to handle many tasks at once and be independently motivated while collaborating with coworkers from multiple departments.

The Role
The Account Manager will support the entire GreatAuPair team by handling product pricing, billing procedures, financial collections, accurate customer account management, and weekly financial reporting.

The Account Manager is a critical part of the operations team and is an essential part of GreatAuPair’s excellent customer service. The Account Manager represents GreatAuPair when interfacing with customers concerning financial and contractual agreements. Your goal will be to present the payment terms and options available to host families when questions regarding payments or terms require delicate resolution.

The successful candidate could be characterized as a confident, skilled individual with superior communication skills and a commitment to quality customer service that is second to none. You possess expert-level organization and time management skills. Your entrepreneurial spirit creates a “can-do” attitude and your ability to think outside of the box will allow you to bring forward new ideas to enhance the business. You must have a minimum of 4 years of recent and relevant experience working in billing/collections, expertise in Microsoft Office applications, experience with Google docs, database systems, and Internet and social media tools. You must be adept at picking up the phone and calling customers to explain terms and resolve payment issues while ensuring the customer feels understood and ultimately satisfied with your assistance.

The Account Manager reports to the Vice President.

Requirements

Experience and Requirements:

• 4-year degree
• A minimum of 4 years experience in accounting and/or finance
• Advanced Excel skills
• Excellent mediation and conflict resolution skills
• Exceptional organizational skills, attention to detail with the ability to multitask
• Must have excellent written and verbal communication skills
• Remote work and management experience
• Must have a computer and high-speed Internet
• A dedicated home office and quiet space to work are required
• Ability to manage a high volume of phone calls and emails on a daily basis

Job Duties and Responsibilities

• Create weekly and monthly financial reports for receivables, refunds and potential delays
• Serve as primary internal and external contact for all host family and au pair billing/invoicing and payment matters
• Set up payment for and/or invoice customers on a continuous basis
• Develop systems and processes to limit liabilities and provide proper audits to identify risk and prevent duplicate discounts
• Construct appropriate financial metrics to assess areas of improvement
• Analyze, organize, summarize and articulate complex financial information in Excel
• Collect all host family, au pair, and partner agency payments
• Prepare and make payments to partners and international representatives
• Perform weekly financial reconciliation, payroll and banking reconciliation, and general ledger
• Produce, track, and report all financial aspects of the company to the VP, EVP and CEO
• Assist in preparation of financial statements, business activity reports, and forecasts
• Make approved adjustments to accounts as needed
• Manage and report on bad debt
• Maintain all financial reports and files
• Provide analytical support for revenue reviews
• Prepare and review account analysis; investigate and resolve necessary items
• Update annual tax information for Host Families and Au Pairs
• Maintain and update daily the GreatAuPair AR report
• Call and email customers daily regarding outstanding balance
• Work with IT and Executive Management to develop technology solves for manual processes
• Manage HTML database and update and create product codes as needed
• Update annual pricing sheet (internal)

Customer Account Management:

• Convert matches to placements in our internal admin system once payment, the HFA, and the CCA has been received. (Collect the necessary agreements related to the host family and au pair match, collect payment, and process the sale via the company’s internal admin system.)
• Cancel customer requests within the admin system as necessary
• Produce and provide reports related to repeat business as required
• Perform other duties as assigned
• Inform IT of pricing changes and/or language changes as needed for the GAUSA site
• Add match information to flex account notes (Add relevant account information to customer files)

Contracts and File Maintenance:

• Serve as primary internal and external liaison for all host family and au pair matters relating to contracts
• Provide expertise to staff and participants regarding ongoing contractual compliance
• Assists organizational leadership with the annual compliance audit
• Ensure that all placements have a signed Host Family Agreements (HFA), Childcare Agreement (CCA), Au Pair Agreement (APA), and a completed Background Check (BC) for all adults living in the host family home
• Generate weekly report on missing HFA, CCA, APA, and BC until process is automated

Flights:

• Book all participant flights for the J-1 au pair program and ensure all tickets fall within the approved budget
• Manage financial exceptions relating to flights
• Analyze pricing trends as it relates to season, class, and country of departure
• Manage workflow process for flights and recommend improvements, as necessary
• Send out itinerary to au pairs copying all necessary third parties
• Manage flights inbox, which includes responding to customer inquiries
• Assist staff as necessary with flight related questions/concerns
• Maintain host family / au pair files as needed with regards to flight information