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Client Services / Purchase Card Representative

As a Client Services & Purchase Card Representative, you will work on a strong and growing team with banking experience to understand and effectively provide permanent business enhancing service to our clients, in response to their calls, in a way that upholds and enhances our exceptional brand values. You will build relationships with our clients with a focus on those enrolled in Fonteva's Purchase Card Program, and become their “go to” person.  As a pro-active problem solver, you will interact well with the team and document frequent questions and answers in our knowledge management system.  You will learn our business through comprehensive onboarding training and will continually increase your knowledge through formal cross-training opportunities each month.  You will be customer focused, passionate about helping our clients, and driven to increase our extraordinary 98.5% customer retention rate. In addition, a key responsibly in this role is to be in constant contact with all PCard clients to insure satisfaction, review industry best practices, and increase card growth and volume across Fonteva.

We are looking for self-motivated professionals with banking, financial services, or merchant services experience and/or have administered and managed a successful purchase card or corporate card program. Strong organizational skills and an ability to quickly learn a broad set of financial and technical knowledge is required.  Our Client Service & Purchase Card Representatives read people and situations accurately in order to identify with and adapt their style and approach toward achieving alignment and connection with our customers.  If this sounds like you – reach out and tell us what it will take to get you on our growing team!

KEY RESPONSIBILITIES

  • Building relationships with customers through demonstration of institutional knowledge, understanding of specific institutional needs/priorities, and the ability to propose solutions
  • Navigating through Fonteva's offerings on behalf of the organization, ensuring the appropriate service is provided to meet the customer need
  • Completing time sensitive and confidential tasks accurately and efficiently
  • Troubleshooting technical problems quickly
  • Communicating with various partners, vendors, and suppliers daily depending on the client or business need
  • Keeping up-to-date records on policies and procedures pertinent to the job function and communicating those changes when needed
  • Managing high profile and sometimes demanding clients with professionalism, confidence, and ease
  • Increasing purchase card spending volume across all clients to enable company growth
  • Thinking outside of the box to recommend Pcard best practices in order to engage both new and existing clients
  • Balancing account records and changes with accuracy and giving detailed explanations to clients in a manner that is easy to understand
  • Utilizing our Customer Relationship Management (CRM) system to record all activities with an adequate level of detail
  • Onboarding new clients in a timely manner
  • Serving on various ad hoc internal teams of interest to help the company continually improve and manage growth

 

QUALIFICATIONS, EXPERIENCE & ATTRIBUTES

  • BA/BS degree from an accredited college or university (business concentration a plus)
  • 1+ years of banking, financial services, or merchant services experience and/or have administered and managed a successful purchase card or corporate card program.
  • Passionate about the customer
  • Excellent time management and prioritization skills.
  • Microsoft Office skills, math, and technical skills, with a strong focus on Microsoft Excel
  • Desire to grow personally and professionally
  • Extremely polite, well spoken, professional, and customer-focused
  • Must be collaborative, cooperative, and willing to share information with the team
  • Flexible; must be willing to grow and develop as the company continues to evolve and patient when dealing with customers
  • Strong attention to detail; must be able and willing to document and keep track of all activity using a CRM system (Sugar)
  • Strong communication skills (both written and verbal) to work effectively with the team internally and outline the value proposition to external customers
  • Excellent relationship-building skills
  • Interest in and aptitude for issues relating to quantitative research
  • Demonstrated ability to diagnose client needs and identify relevant solutions
  • Demonstrated sense of integrity
  • Positive team player who inspires others, builds strong relationships, and is fun to work with
  • Looking for a CAREER, not just a “job”
  • The position is based in Arlington, VA with limited or no travel required
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