Description
Responsibilities:
Client Onboarding (End-to-End):
Monitor and manage the progress of onboarding tasks across Sales, Customer Assistance, Underwriting, and Implementation teams.
Ensure adherence to SLAs and assist in resolving bottlenecks in the onboarding process.
Implementation and Reporting:
Track and follow up on implementation cases, ensuring both card-present and card-not-present affiliations are delivered to the client within SLA.
Generate reports on completed affiliations for internal review.
Never Active Clients:
Identify newly onboarded clients with minimal or no transaction activity (under $50 within the first 2 months).
Perform retention efforts via service calls, sales executive visits, alignment with our Bank Partners, solving service issues, or offering promotions (e.g., reduced fees, device updating, etc).
Intensive Care:
Monitor high-value clients ("TOP clients") to ensure consistent profitability.
Address declining revenue trends by initiating service calls to identify and resolve issues.
SLA Monitoring and Reporting:
Oversee SLA performance across relevant departments, providing comprehensive and up-to-date information to sales executives and divisional leaders through a timely update of related reports
Maintain and update data via reports from implementation and concluded/non-concluded cases.
Post-Affiliation Activation:
Monitor recently affiliated clients, ensuring their activation and verifying satisfaction through Net Promoter Score (NPS) surveys.
Analyze inactivity causes and recommend corrective actions.
Executive Reporting:
Prepare and deliver executive-level reports summarizing onboarding, retention efforts, and client performance.
As a representative of EVO’s sales force, you will uphold the company’s values and adhere to the highest standards of ethics and quality.
Requirements:
Completed or near-completed Bachelor’s degree in Business Administration, Economics, or a related field.
Minimum of 1 year of experience in administrative roles.
Proficiency in Microsoft Office Excel or related Google tools (medium to advanced level preferred).
Familiarity with CRM tools (preferred).
Basic proficiency in English (preferred not mandatory)
Key Competencies:
Problem-solving skills.
Strong analytical mindset.
Effective communication at all organizational levels.
High energy and drive.
Active listening abilities.
Teamwork and collaboration.
This position demands a proactive individual with the ability to manage multiple tasks, adapt to changing priorities, and maintain focus on client satisfaction and retention. Join us to make a significant impact on our clients and our business.
