Account Manager

Position OverviewThe Account Manager is responsible for assisting NYC Business Solutions Center clients gain access to the full array of Services at the Center. They will do this through business counselling, credit counselling and, where feasible, connecting them to a financial institution that is most suited to their needs. The Account Manager must deliver high-quality services to support the BSC’s mission and to enable small businesses in Brooklyn to start, operate, and expand. They must possess exceptional written and oral communication skills, time management skills and be able to operate with excellence in a fast-paced environment. Specifically, the Account Manager manages the financial support services which involve critical metrics for the Center’s successful operation. Candidates for this position should have banking or loan underwriting experience. They will cultivate existing relationships and build new relationships with key financial institutions, to find the best fit for Business Solutions Center clients. This work includes assessing the potential of entrepreneurs as they start their businesses, pre-screening clients for NYC Business Solutions Center’s full range of services. In addition, the position is responsible for special projects as directed by the President & CEO and the Business Solutions Center Director.Specific DutiesCollaborate with the NYC Business Solutions team to deliver the full range of Center services, including financing assistance, business education, navigating government, legal services, general business consultation, etc.Understand intake needs for each service in order to be the best advocate for BSC clients.Conduct proactive intake engagements, and follow-throughs with BSC clients to improve the quality of center service delivery and customer satisfaction.Adhere to BSC Standard Operating Procedures (SOP), create, and maintain complete records of customer engagements and business profiles in the Business Solutions Center CRM database.Achieve individual and overall goals as defined in the SOP and the Director.Respond to all customer inquiries in a timely and appropriate manner, in accordance with quality assurance best practices and standards outlined in the SOP.Attend training and mentoring sessions such as those provided by SBS to enhance services delivered.Provide feedback to team members, the Center Director, and SBS on an ongoing basis to improve the system’s ability to achieve outcomes and provide high-quality services.Other tasks and duties that support the Center as assigned.QualificationsBachelor’s degree, plus 2 years of experience.Proven ability to manage towards goals to ensure achievement of those goals within deadlines.Proven track record of strong sales and/or customer service skills.Analytical and numerical proficiency a plus.Some knowledge of the loan servicing and/or underwriting process is a plus.Proven experience working with CRM software like MS Dynamics or Salesforce a plus.Experience working with small businesses, community-based organizations, community groups and/or government programs a plus.Proficiency in Excel and Word is required, PowerPoint, Outlook and other Office products are a plus.Proficiency in CRM data entry and follow-through a plus.Preferred SkillsA strong belief in the potential of small businesses and the value of understanding their needs and helping them to succeed.Solid work ethic and high level of professional integrity.Excellent customer service skills.Demonstrated knowledge of small business assistance and business support programs in New York City.Ability to manage towards goals in order to ensure the successful achievement of those goals by specific deadlines.Ability to work effectively under pressure in both a team and individual setting.Strong interpersonal and relationship management skills.The ability to communicate effectively verbally and in writing with a diverse array of internal and external stakeholders.Flexible, adaptable, customer-focused, and goal-oriented with a commitment to high standards of excellence.The ability to think innovatively and generate new ideas that can translate directly into results.

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