What are the responsibilities and job description for the Manager - Client Management position at American Express?
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
How will you make an impact in this role?
The Client Engagement Manager is a telephone-based position responsible for the engagement of identified customers. The manager will manage relationships by partnering closely with risk, underwriting, merchant services and Marketing to provide solutions for customers.
This position is responsible for treating a customer base and will be fluid based on where we see the biggest opportunities based on data analytics (part portfolio management part monthly customer actions).
Job Responsibilities
Planning (20% of time)
▪ Effectively manage a list of prioritized customers with an existing American Express Business/Corporate program where an engagement opportunity has been identified.
▪ Meet minimum expectations for Formula For Success (FFS), which is a set number of calls, customer meetings and other productivity metrics.
Client Solution (80% of time)
▪ High level of Financial Fluency and understanding of the underwriting and risk process. Must be able to drive results through creative problem solving.
▪ Partner closely with risk, underwriting and GMNS to identify and develop solutions for customers based on customer needs.
▪ Use consultative skills to retain customer relationship and charge volume
▪ Maintain a high level of knowledge about American Express products, processes (Underwriting, Line Increase, Customer Financials, Pricing, Contract), key internal partners (Risk, UWA, PPI) and tools (ONE.force, C360)
▪ Partner with Field Dedicated Portfolio Account Development team when a telephone-managed customer requires a face-to-face visit
Compliance (100% of time)
▪ Ensure all aspects of the American Express Code of Conduct, and our Sales Practices policies, standard, and procedures, are adhered to so that we uphold the highest standards in our interactions with our customers and compliantly meet all regulatory requirements
Knowledge, Skills, Attributes, and Experience
Knowledge and Skills
Financial Fluency
▪ Strong knowledge of Financial Fluency and understanding of the underwriting and risk process.
Relationship management
▪ Strong customer relationship building skills to follow through and motivate clients to act
Consultative selling
▪ Effectively identifies client needs to configure solutions that address client requirements and deliver value
Closing
▪ Overcomes objections and resistance to proposed solutions with key client decision makers
Influence & persuasion
▪ Uses appropriate interpersonal styles and communication methods to gain acceptance for products and/or services
Demonstrating value
▪ Proactively and consistently demonstrates the value of partnering with American Express
Results focus
▪ Demonstrates a competitive, positive attitude, quickly adapts to different situations, and recovers from setbacks
Market, industry, & product knowledge
▪ Understands at a tactical level market/industry key competitors, challenges, terminology, technology, trends, and regulation
Attributes
▪ High learning agility
▪ Intellectually curious
▪ Collaborative and growth mindset
▪ Personal accountability
▪ Compliance focused
Experience
▪ High level of Financial Fluency required
▪ Bachelor's degree or equivalent experience
▪ Excellent sales experience, 2 – 3 years preferred
▪ Knowledge of underwriting and risk process
▪ Experience partnering with clients across various markets / industries
▪ Experience in a highly-regulated industry
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.
Salary : $89,250 - $150,250