Account Manager - Repay - Realtime Electronic Payments

ABOUT THE ROLE

We are seeking an experienced Relationship Manager with critical thinking skills and strategic mindset. REPAY is looking for someone who can develop strong relationships with customers, connecting with key business executives and stakeholders and prepare sales reports. Relationship Managers also answer client queries and identify new business opportunities among existing customers. In this role, you will liaise with cross-functional internal teams (including Customer Service and Development departments) to improve the entire customer experience.

RESPONSIBILITIES

Service

• Operating as the lead point of contact for any and all matters specific to your accounts
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors to ensure they do not turn to competition
• Acquire a thorough understanding of key customer needs and requirements
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Serve as the link of communication between key customers and internal teams
• Resolve any issues and problems faced by customers and deal with complaints to maintain trust
• Assist with challenging client requests or issue escalations as needed
• Maintain client records

Business Development

• Play an integral part in generating new sales that will turn into long-lasting relationships
• Build and maintain strong, long-lasting client relationships
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
• Collaborate with sales team to identify and grow opportunities within territory

Reporting

• Prepare reports on account status
• Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Conduct annual or semi-annual CONNECT Meeting

Thought Leadership

• Follow industry news and trends
• Share industry trends, benchmarks, and developments to clients
• Identify opportunities for educational events with customers

SKILLS & EXPERIENCE NEEDED

• Bachelor's Degree preferred
• 2-4 years of Mortgage Servicing Experience
• Mortgage Servicing industry, Payments industry and/or Financial Services experience preferred
• Demonstrated ability to create and execute strategy, resolve complex problems, and the ability to work independently
• Familiarity with CRM systems and practices (e.g. Salesforce)
• Familiarity with MSP, Sagent - Loanserv, or Encompass
• Must be highly proficient in Microsoft Excel, Word, and PowerPoint