Payroll Relationship Manager

The Relationship Manager is responsible for maintaining and developing relationships with a portfolio of clients. They ensure high levels of client satisfaction and retention, and often focus on growing the relationship through cross-selling or upselling additional products and services. The role involves acting as a liaison between the client and the company, addressing client needs, and ensuring that the company’s services meet or exceed expectations.

Key Responsibilities :

• Client Management :
• Serves as the main point of contact for a designated portfolio of clients with employee sizes of 50-74 EE and smaller complex clients
• Develop strong, lasting relationships with clients by understanding their needs and preferences through quarterly meetings
• Handle client inquiries, resolve issues, and provide timely and effective solutions.
• Service Delivery :
• Ensure that clients receive outstanding service and support.
• Coordinate with internal teams to fulfill client needs and requests.
• Connect clients to the right people both inside the Payroll department and throughout the bank.
• Business Development :
• Identify opportunities for growth within the existing client base.
• Promote additional products and services to clients, aiming to increase revenue while also solving clients needs.
• Monitor client accounts and suggest tailored solutions to meet their evolving needs.
• Client Retention and Satisfaction :
• Conduct regular reviews with clients to ensure they are satisfied with the services.
• Implement strategies to improve client retention rates.
• Gather and analyze feedback to improve overall client experience.
• Competitive Intelligence and Industry Knowledge :
• Stay informed about industry trends, market conditions, and competitors.
• Provide insights and recommendations to clients based on industry knowledge.
• Reporting and Documentation :

Qualifications

Maintain accurate and detailed records of client interactions. Prepare reports on client activity, sales, and feedback.

Track performance metrics to assess client relationship success.

General :

Physical Demands / Conditions Requirements :

Equipment Used :

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.