Account Manager II

Make an impact by supporting clients who rely on complex products and services. You will be a trusted point of contact who delivers consistent, high-quality service and practical solutions. You will use data and sound judgment to identify issues early and drive better outcomes. You will join a team that values collaboration, inclusion, and continuous improvement.

Job summary
As an Account Manager II in ACH Fulfillment Manila Team, you will serve as a primary point of contact for clients with complex needs, ensuring timely resolution, clear communication, and strong service delivery. You will analyze client and operational data to identify trends, reduce recurring issues, and improve the overall client experience. You will also support team effectiveness by coaching colleagues and promoting a collaborative, inclusive environment.

Job responsibilities

• Analyze client and operational data to identify trends, gaps, and actionable insights.
• Manage ongoing client relationships by responding to inquiries, resolving issues, and coordinating follow-ups across partners.
• Troubleshoot service and transaction issues using documented procedures, sound judgment, and strong attention to detail.
• Address escalations and facilitate difficult conversations to resolve conflicts and achieve appropriate outcomes.
• Identify improvement opportunities and contribute ideas that enhance processes, controls, and client experience.
• Coach and support colleagues through knowledge sharing, peer mentoring, and constructive feedback.

Required qualifications, capabilities and skills

• 3 years of experience managing complex client relationships in a financial services or other regulated environment.
• Experience analyzing data to identify trends, assess root causes, and recommend actions to improve outcomes.
• Proficiency with customer relationship management (CRM) tools and standard productivity applications (email, spreadsheets, and presentations).
• Experience resolving client issues and escalations using structured problem-solving and clear, professional communication.
• Experience providing on-the-job coaching or peer support in a team environment.
• Ability to prioritize work effectively, manage multiple deadlines, and maintain accuracy in a fast-paced setting.

Preferred qualifications, capabilities and skills: 

• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.