Client Services Account Manager

POSITION SUMMARY
The role of the Client Services Account Manager is critical in that it provides a high level of proactive account management to our high value Employer Clients and internal stakeholders and case management and resolution of escalated complaints from customers Through the active communication with our Employer Clients and Customers the incumbent will maintain strong client relationships troubleshoot problems provide education and handle enquiries from payroll taxation and policy contacts regarding Maxxia s products and services The incumbent will also act as the primary contact point for all field based staff and Relationship Managers in relation to client customer issues KEY CONTACTS Internal State General Managers Relationship Managers Operational & Sales Managers and Team Leaders Customer Advocate MyCar Sales Teams External Employer Clients (HR & Payroll contacts) Employer Customers Version 2 0 Sep 2014 McMillan Shakespeare Group Position Description KEY RESPONSIBILITIES
Responsible for providing a high level of proactive account management to a portfolio of Employer Clients and responding to all Employer Client enquiries in a courteous and professional manner ensuring a high level of customer satisfaction at all times Assist field staff and Relationship Managers in resolving Employer related enquiries issues Identify errors and or irregularities with customer accounts as identified via NPS Customer Complaints or other dissatisfaction channels and implement relevant solutions to eliminate customer displeasure Ensure any identified trends from systemic or recurring complaint issues are fed back to relevant departments and key stakeholders Liaise with other MMSG departments employees and or third parties as required to resolve Customer issues within agreed SLAs Maintain and update records of every customer and client interaction including details of comments inquiries complaints and actions taken via call notes in the Company s CRM system Maintain a high standard of product and process knowledge regarding all Maxxia s products and services Maintain a high level of ownership for all customer enquiries regarding novated leasing products which may include management of customer complaints ensuring customer satisfaction at all times Proactively review and identify process improvements At all times aim to reduce the need for customers to engage with the Financial Ombudsman Service while ensuring adherence to MMSG policies and financial goals Assist as a subject matter expert on various projects and provide consultative help with any Employer required remediation plans which may include liaising with Operational Teams as necessary Attend Employer Client contract meetings if required McMillan Shakespeare Group Position Description POSITION CRITERIA
Capabilities & Strong relationship management skills with the ability to build Behaviours long term client relationships Highly developed problem solving skills with the ability to analyse client customer problems and provide logical solutions Ability to demonstrate superior customer service skills and solve complex client customer complaints Excellent interpersonal and written communication skills necessary to communicate effectively at all levels Ability to proactively manage customer accounts and identify areas of potential risk for the business Strong time management organisational and prioritising skills with the ability to multi task in a fast paced dynamic and high performing environment Knowledge & Extensive customer service experience within a call centre Experience environment Previous experience handling complex customer issues or complaints highly desirable Understanding of salary packaging and novated leasing products and processes highly desirable Proficient in computer based systems including Microsoft packages (specifically Excel) Qualifications VCE or equivalent WORK HEALTH & SAFETY (WHS) The Company seeks to provide a safe and healthy workplace All employees have a duty of care to ensure a safe workplace in line with WHS legislation and regulation Employees are required to work within the Company s policies and procedures for WHS McMillan Shakespeare Group Position Description MMSG Team and Leadership Behaviours TEAM VALUES Above & Beyond Better Together Driving better customer experiences Collaborating often and early Exceeding expectations Enabling and empowering others Being courageous Teamwork Facing challenges together not alone Make It Count Own It Doing things well Being accountable Seeing the bigger picture Taking responsibility Getting it right Facing the brutal facts TEAM BEHAVIOURS CUSTOMER We know that our success begins and ends with the way we serve and treat customers We will design and run our business as Put yourself in the customer s shoes though we were the customer HONESTY INTEGRITY AND COURAGE We will always act with honesty towards one another and in our conduct of the business We will have the integrity and the courage Face the brutal facts to do the right thing raise issues to listen and face the brutal facts no matter what the circumstances We will always treat each other with respect and as we would wish RESPECT others to treat us All of us want the opportunity to contribute and I ll do you no harm learn in a safe and secure environment TEAM We will put the interests of MMS group ahead of our individual interests and those of our business units and functions We Put the group before yourself understand that our interests are best served by serving the overall interests of the group and in particular its staff customers and shareholders We will take ownership over even the most difficult tasks and OWNERSHIP AND URGENCY situations We will not turn a blind eye We will ensure the right I ll do it now outcomes are achieved and approach our work with energy and a sense of urgency but not impatience COMMUNICATION We will take responsibility for ensuring open and honest communication We believe oral communication builds No surprises Circle the wagons relationships and creates clarity We will pick up the phone rather than send each other emails We will punctually attend meetings CONFLICT We understand it is the amalgam of our skills as a team that will make us successful We will engage in conflicts of ideas to ensure It s OK to disagree the best decisions are made for our business We will not allow those conflicts to become personal