Client Service Manager

EML Payments is a global payments company, headquartered in Brisbane, Australia, and listed on the Australian Securities Exchange. We build secure, instant payment solutions that connect our clients to their customers, wherever money is in motion. Our products include banking, credit and disbursement services, earned wage access, gifts, incentives and rewards, and FX solutions. We operate in more than 25 countries, we combine the energy of a start-up with deep leadership experienceAbout The RoleWe're looking for a Client Service Manager to join EML's North America operations team. Reporting to the Director of Customer Operations for North America, you'll primarily support our North American clients while working closely with colleagues in other regions to keep our service consistent globally.This is a client-facing role. You'll be the operational point of contact for our clients from contract signature through to day-to-day management, with two main areas of focus: supporting implementation and delivery, and providing ongoing operational support. You'll work with every part of the business, and most closely with our commercial and account management teams.What You Will DoPartner with account management leadership and the wider team to deliver excellent service to EML's North American clientsWork with our cardholder support team to make sure larger issues are communicated to clients proactively and with a client-first mindsetIdentify and solve complex problems that affect account management, client relationships and growthRepresent EML to the client, and the client to EMLGather and share insight on process or technical challenges, bringing the right people together to find and implement solutionsAct as a subject matter expert on EML's products and servicesManage the regional ticketing and client communication process, making sure every ticket gets a timely responseSupport our Card Production team through the client ordering process, keeping clients informed along the wayWhat You Will Bring5+ years' experience in client services or client supportExperience in financial servicesStrong attention to detail and a resourceful, solutions-oriented approachA collaborative style and the ability to build relationships, influence decisions and negotiate in the best interests of both EML and our clientsSolid commercial acumenConfidence picking up new technical applications, and a willingness to learn and pitch in wherever neededExperience with JIRA, Excel (including pivot tables) and WordEnergy, drive and enthusiasm for delivering best-practice service in a fast-moving environmentWhat We Offer 20 days' paid time off a year, plus 5 additional flex-time days once qualifying PTO has been usedPaid birthday leave and 2 paid volunteering days a yearEnhanced paid parental leave: 12 weeks for primary carers and 4 weeks for secondary carersMedical and prescription cover through Meritain, with EML paying 90% of the premium, including $0 preventive care and telemedicineAccess to a Health Savings Account (HSA) through UMBDental and vision cover through Guardian, with EML paying around 75% of the premiumEmployer-paid short-term disability (60% of salary) and long-term disability (60% of salary), with the long-term disability premium reimbursed by EMLEmployer-paid basic life and AD&D insurance ($30,000), with voluntary cover available for you and your familySupport with one relevant professional membership a yearAbout EMLEML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs.Our commitment to Equal Employment OpportunityIntegrated into our Core Values is EML's commitment to diversity, equity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and empowered to reach their full potential. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence. Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.Disclaimer Offers are conditional on satisfactory pre-employment background screening, which may include a criminal record check. Any disclosures are assessed fairly and in line with local law.