Associate Account Manager

Excellent growth opportunities and flexible work environment
- Join us through a time of transformational change
- Strong focus on commercial client relationships

**Our client's success is our success. And you make it happen**

Payment systems are complex, regulated and everchanging. We are an established market leading brand who are focused on driving client growth. We're at the forefront of innovation punching above our weight. We're enabling the future for our clients through tech like NPP and open banking.

We are an unlisted public company and one of five licensed banks in Australia with full direct connectivity and production capability across all domestic payment systems. Whilst the major banks leverage this capability for their consumer and business clients, our B2B model focuses on enabling other banks, fintech's and corporates to deliver innovative and competitive payment and digital solutions to their clients and customers.

**We are looking for an Associate Account Manager join our Client Services team.**

Reporting to the Client Services Team Leader, this role is accountable for managing service delivery to the different client segments. This will include promoting the continuous transfer of skills and knowledge, service quality and client satisfaction. You will play an integral role in supporting Account Managers for the management and growth of the client portfolios.

As Cuscal's Associate Account Manager your responsibilities will include but not limited to the following:

- Provide expert problem management third level support for difficult Client issues, working with relevant internal stakeholders to ensure that root-cause analysis is conducted, and a corrective action plan is followed through with any learning applied for future benefit
- Maximise account growth opportunities by engaging the business development manager and Account Managers as required.
- Deliver service that meets client SLA's that results in high client satisfaction
- Drive an integrated approach to enhancements and innovations that add value for Clients and reduced cost to serve them
- Develop strong relationships and networks with Cuscal Clients and internal key stakeholders
- Ability to provide resolution on escalated matters including but not limited to Client complaints and outstanding issues
- Challenge existing processes in order to develop ideas to improve processes and procedures resulting in increased efficiency and Client satisfaction levels
- Reflect the image of a professional and Client-focused organization

**About You**

With exceptional attention to detail and administrative skills, you will have a proven track record of reporting, documenting, and presenting operating information in a thorough manner. You will also be knowledgeable of the financial service industry and be able to use that expertise to anticipate how future services offers need evolve to meet the client's requirements.

You are self-assured and can work in a fast-paced environment with demonstrated ability to managed and resolve escalated matters including but not limited to client complaints and outstanding issues. With strong analytical and problem-solving skills, you will have the confidence to challenge existing processes in order to develop ideas on process improvement.

**Why Cuscal?**

We are in the rapidly evolving world of payments, and we are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of educational, financial, lifestyle, health & wellbeing benefits.

**Next Step