Account Services Lead

Brinks Texas License #C00550

About Brinks:

The Brinks Company (NYSE:BCO) is a leading global provider of cash and valuables management digital retail solutions and ATM managed services. Our customers include financial institutions retailers government agencies mints jewelers and other commercial operations. Our network of operations in 51 countries serves customers in more than 100 countries.

We believe in building partnerships that secure commerce and doing that requires fostering an engaged culture that values people with different backgrounds ideas and perspectives. We build a sense of belonging so all employees feel respected safe and valued and we provide equal opportunity to participate and grow.

Job Description

The Account Services Lead is responsible for account management customer relations and customer service and support aspects of the assigned Enterprise Retail customer accounts. The incumbent functions as primary escalation point for customer service issues and acts as the liaison between internal resources and external clients.

Key Responsibilities:

• Build and maintain strong working relationships with various levels of assigned account(s)

• Assume ownership for pre and post-sales support issues initiated by customer and internal personnel

• Lead activities of internal groups to evaluate and implement procedural and systematic solutions that most effectively meet customer needs while adhering to Brinks strategy and business objectives

• Understand customer processes and needs and is able to respond to a wide variety of special customer requests and inquiries

• Make independent decisions and commitments to customer on support issues on a real time basis

• Work with customer sales support and other resources to provide deliverable to enhance customer relationships and meet customer expectations

• Contribute to achieving specific account objectives consistent with company strategy

• Manage all support aspects of the customer relationship with ultimate responsibility for customer satisfaction

• Liaise among vendors external and internal clients

• Support planning strategies and initiatives to enhance delivery of customer service

• Prepare analyze and manage customer relationships through performance reporting and metrics

• Participate on Customer Scorecard calls

• Review and verify penalty calculations due to SLA monthly

• Review issues logs as needed to ensure customers SLA are met

• Coordinate communication between customer and appropriate field service management

• Create weekly reports identifying current repetitive and potential issues for management

• Assist with Claims escalations for assigned accounts

• Communicate up to date customer location master for assigned accounts

• Perform other duties as assigned or necessary

Minimum Qualifications:

• High School Diploma

• Minimum of 4 years experience in a Customer Service environment

• Minimum of 2 years experience in the retail/banking industry

Preferred Qualifications:

• Experience supporting customer relationships in a financial banking or package logistics setting

• Ability to manage and prioritize multiple competing projects

• CRM knowledge such as Salesforce

• Skilled in managing to metrics

• Capable of creative solution-generation

• Knowledge of Lean Concepts and Methodologies

• Undergraduate degree in a related field or equivalent combination of experience and training

Professional Skills:

• Advanced influencing skills with the ability to view issues through a company and customer lens

• Exceptional written and verbal communication abilities

• Excellent interpersonal and presentation skills

• Advanced change management skills

• Advanced analytical financial modeling and critical reasoning skills

Whats Nex t

Thank you for considering applying for a job at Brinks. To be considered for this position you must complete the entire application process which includes answering all prescreening questions and providing your eSignature.

Upon completion of the application process you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brinks. For more information about future career opportunities join our talent network like our Facebook page or Follow us on X.

Brinks is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status marital status protected veteran status sexual orientation gender identity genetic information or history or any other characteristic protected by law. Brinks is also committed to providing a drug-free workplace.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race color sex age national origin religion sexual orientation gender identity status as a veteran and basis of disability or any other federal state or local protected class.