Business Banking Client Account Manager

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive.   We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One. 

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other. 

Job Description

The Business Banking Client Account Manager is responsible for the overall management of an assigned portfolio with a focus on Welcome, Retain, and Grow. This includes helping to drive activations and elevate the onboarding experience by coordinating with Market Managers to ensure pre-sale and implementation expectations are met, welcoming newly activated accounts, performing general account maintenance, increasing relationship profitability, and maintaining client satisfaction.
The role also involves consulting with clients for payment education and recommending products and services to enhance performance based on customer needs and portfolio growth. Additionally, team members are expected to maintain strong proficiency in our products and services, leveraging this knowledge to successfully cross-sell within their portfolio. They should proactively work to retain clients through targeted outreach, utilizing tools, campaigns, and trigger-based insights to identify opportunities and strengthen customer relationships.

Job Functions

• Contact newly approved customers and coordinate implementation schedule

• Welcome newly activated business banking customers

• Work service-related requests via phone, email and teams

• Utilization of Salesforce 

• Work rate review requests 

• Establish and maintain regular cadence with internal stakeholders (Market Managers, bankers, CID)

• Refer Opportunities to bank partners

Minimum Performance Criteria

• Successful completion of required training curriculum by business line due date

• Meet RTO requirements

• Maintain Salesforce excellence (completing all data and meeting SLA’s)

• 100% of introduction calls completed on due date

• Service-related requests acknowledged same day

• Rate review requests completed within SLA

• Maintain assigned Salesforce activities, within SLA (Tasks, Opportunities, etc.)

• Maintain current attrition rate

• Achieve 100% of in year new revenue goal

• Achieve 9% portfolio growth

• 100% Call Completion on Outbound Campaigns

• 1 Bank Referral Per Month

• Minimum of 1 Business Health Check for every Keystone customer per year

Basic Qualifications

• Bachelor's degree in Business or Finance, or equivalent work experience

• Typically five to eight years of client management experience in the payments industry

Preferred Skills/Experience

• Strong contract negotiation, account management and project management skills

• Strong problem-solving and negotiation skills

• Ability to manage multiple tasks/projects and deadlines simultaneously

• Ability to identify and resolve exceptions and to interpret data

• Proven customer service/relations skills

• Proficient computer navigation skills using a variety of software packages including Microsoft Office applications

• Strong presentation, interpersonal, verbal and written communication skills

• Travel is typically required 30%-40% of work time

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside of the location for the other days.

If there’s anything we can do to accommodate a disability during any portion of the