Commercial Card Specialist

Summary

At FNBO, our employees are the heart of our story—and we are committed to their success. This role partners with FNBO Payment Advisors, Relationship Managers and other internal FNBO partners to source, identify, size and solution in-footprint Commercial Card prospects/customers, as well as manage the accounts post-implementation. The position focuses on understanding the customers' business needs, identifying opportunities, and delivering high-quality products or services.

The role requires up-to-date knowledge of FNBO products and services as well as those of key vendors and partners to continually improve results and service for customers.

The Commercial Card Specialist reports to the Sales Management Leader and collaborates with leadership, Relationship Managers, Payment Advisors, Agent Bank Partners, Agent Bank BD Team, Sales Support, and other relevant roles and departments. Collaboration and partnership are critical strengths for this role.

Compensation information includes a range and notes that the final offer depends on experience and skills.

Sales and Revenue Growth

• Actively identify business opportunities for new and existing accounts.
• Build and maintain a strong pipeline using available tools and data.
• Monitor and negotiate contract terms and pricing to maximize profitability while ensuring customer satisfaction.
• Work with partners to align on revenue targets and build strategies to meet those targets.
• Achieve and exceed retention and cross-sell targets and growth goals for assigned accounts.
• Identify growth opportunities within accounts and collaborate with internal teams to develop strategies to capitalize on them.

Customer Relationship Management

• Develop and maintain strong, trust-based relationships with key customers.
• Act as a main point of contact for all matters concerning assigned accounts.
• Regularly communicate with customers to understand their evolving needs, challenges, and objectives.
• Know customer objectives, key strategies, and stakeholders to collaborate in refining strategies and developing initiatives and solutions.

Speed to Revenue and Strategy

• Accurately complete all related sales paperwork and documentation to ensure a smooth onboarding of new customers.
• Partner closely with implementation teams to ensure flawless execution of new customer setups, training, and onboarding for products.
• Create and execute comprehensive account plans aligned with customers' business goals and company objectives.

Customer Satisfaction and Retention

• Monitor customer satisfaction levels and address issues promptly and effectively.
• Anticipate risks and proactively address them to ensure customer satisfaction and retention.
• Identify areas for improvement and implement solutions to enhance the customer experience.
• Develop strategies to increase customer retention and minimize churn.
• Provide timely follow-up and seamless execution of initiatives.

Cross-functional Collaboration

• Collaborate with internal teams such as leadership, Agent Bank partners, Payment Advisors, sales, product development, marketing, and customer servicing to deliver integrated solutions.
• Represent the voice of the customer within the organization and advocate for customer priorities.

Contract Negotiation and Annual Reviews

• Lead contract negotiations and annual reviews as required, ensuring terms are favorable to both customer and company.
• Discuss upcoming annual reviews, contract end dates and other critical items in a timely manner and explore opportunities for upselling or cross-selling additional products or services.

Performance Monitoring and Reporting

• Monitor KPIs and metrics to track the health and success of assigned accounts.
• Prepare regular reports on account status and pipeline, highlighting achievements, challenges, and opportunities for improvement.
• Prepare regular reports and presentations for leadership to communicate customer performance and strategic initiatives.

Risk Management and Compliance

• Identify and mitigate potential risks or issues that may impact customer satisfaction or business outcomes.
• Ensure compliance with company policies, procedures, and contractual obligations in all customer…