What are the responsibilities and job description for the Client Service Account Executive position at State Collection Service, Inc.?
The GREAT STATE TEAM is seeking a Client Service Account Executive to join our fast-growing teams! As a Client Service Account Executive this person would act as the primary day-to-day liaison between the company and its clients, handling information requests, issues, and other client-related tasks. The Client Service Account Executive helps to manage quality of service and client satisfaction by professionally, quickly, and thoroughly responding to client needs. Tasks include: interaction with multiple client leadership team members via email/phone/meetings/written correspondence, production and analysis of client reports, settling account follow-up issues, informing internal departments of client issues/policies/changes, and acting as an advocate of client interests and service within the company.
**Veterans and Military Spouses Encouraged to Apply**
Essential Duties and Responsibilities
- Builds and maintains rapport and relationships with clients at all client management levels
- Manage correspondence, requests for information and issues from clients in a timely, professional and thorough manner.
- Owns all presentations with clients. Assists in preparing and leading client meetings by: compiling, formatting, and presenting data on activity and performance, developing an agenda, coordinating schedules, and updating meeting trackers & follow-up items.
- Leads the quarterly meeting process by scheduling the meeting, conducting pre-meeting audits, organizing prep meetings, works with other team members to ensure there are drafts of the quarterly meeting booklet to review at the prep meetings, and being the final editor and proofreader of the quarterly meeting booklet. Documents and publishes minutes from the quarterly meeting and opens any necessary client issues that come out of the meeting.
- Maintains a full understanding of internal product offerings and proactively stays informed of company/industry updates.
- Produces, analyzes, and distributes reports on client and department activity. Identify and follow-up regarding any discrepancies or concerns with the data or trends.
- Maintains a full understanding of client and contract requirements.
- Performs routine audits on client and contract requirements. Raises awareness of any findings.
- Proactively communicate with clients and internal sales rep regarding issues with their business, company changes, and ideas in order to maintain service and relationships.
- Participates in regular internal meetings with manager, team, and staff from other departments.
- Attends industry conferences and fairs as necessary.
- Responds to internal staff inquiries regarding accounts.
- Proactively manages, reviews, and updates client action plans with cross-functional internal teams.
- Helps to gather and format information for company newsletter and other marketing correspondence as required.
- Ensure company staff are informed on a proactive basis of client issues, concerns and changes so that they may be addressed most appropriately. This includes active utilization of PPMS processes, specifically the documentation of client issues.
- Aggressively seeks out additional business opportunities with existing and prospective clients, keeping Sales, Marketing and other staff informed of such opportunities as they arise.
- Learning client’s system of record as needed to complete job functions.
- Maintains and updates internal system access lists and client fact sheets. Works with the client to gain additional system access as needed.
- Assist with new client implementations and client profile creations as needed. Updates, maintains, and distributes client welcome packets.
- Participates/leads office tours with clients and prospective clients.
- Participates in PPMS meetings regularly to ensure client issues are resolved satisfactorily via the PPMS process.
- Supports the achievement of department measurements, and notifies management and teammates when problems achieving measurements arise. Tracks activity and statistics to support measurements as needed.
- Negotiates account settlements with the client, at the request of the production team. Works to obtain the best possible solution on the account for the company and the client.
Additional Duties and Responsibilities
- Completes special projects or work duties as directed by manager.
- Assist in activity that will support departmental measurements as needed.
- Adheres to all FDCPA, FCRA, HIPAA and applicable laws, as well as SCSI company policies.
- Adheres to all PPMS policies as implemented by the company.
- Will assist others within the Client Service and Business Support departments in their duties when necessary.
- Assist in the training and mentoring of other employees as needed.
- Consistently look for ways to improve current practices and procedures to save money, improve quality, and save time.
- Ensures Work Instructions are kept updated within the department and on the Company database.
- Represents SCSI with the professional and ethical work standards consistent with the mission and management policy of the company.
Qualifications, Skills, and Experience
- 3 years’ experience and demonstrated expertise in communicating with leadership team members at client companies. Marketing and/or Sales skills a plus.
- The ability to present in front of diverse audiences, including internal staff, clients, and industry professionals.
- Strong rapport-building and problem resolution skills.
- Ability to create, maintain, analyze and distribute statements & reports.
- Strong organization skills. The ability to work on multiple tasks simultaneously.
- Articulate written and verbal communications skills.
- Strong focus upon Customer Service and deliverables.
- Significant attention to detail.
- Ability to work successfully in a fast-paced, deadline-oriented environment.
- Previous experience working within Finance, Credit/Collections, or Healthcare industries desired.
- Personal Computing skills, including MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Internet, and keyboarding.
- Flexibility to travel to client meetings and conferences. Occasional overnight travel may be required.
We Offer a Comprehensive Benefits Package
- Competitive benefits include Health, Dental, Vision, Life and Disability Insurance, 401K w/employer match, and HSA/Flexible spending accounts
- Paid time off and annual profit sharing
- 7 Paid Holidays – Thanksgiving, Christmas Day, Christmas Eve, New Year’s Day, Memorial Day, Fourth of July, and Labor Day
- Family Friendly Events
- Wellness Programs/Gym Reimbursement
- All necessary equipment and technical support provided
* Benefits eligibility is dependent upon FTE Status and Position
*All offers of employment are contingent upon successful completion of a criminal background check and references.
Your next great career move could be a click away. Apply now!
State Collection Service is an Equal Opportunity Employer. All qualified applicants will be considered for employment regardless of age, race, color, creed, religion, sex, sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.
By following the link to apply, you are acknowledging that we have permission to contact you via phone, text or email to communicate with you regarding this position.
