US Bank Sales Support Specialist – Enterprise Hospitality 

Poland 

306272773

This role focuses on ensuring a seamless customer onboarding experience for globally branded hotels across Europe. You will be responsible for managing the onboarding process alongside the Sales Managers, facilitating efficient account setup whilst delivering exceptional customer service. This includes scheduling and conducting video calls and email communications in English to collect the required onboarding information and documentation once agreements have been finalised with customers by the Sales Managers.

Additionally, you will engage with existing customers to support the opening of additional Merchant Accounts by gathering the necessary details and documents.

The role also involves driving efficiency in the onboarding process by analysing and addressing Return-to-Sales (RTS) cases. You will identify the reasons for RTS, implement mitigation strategies, and proactively re-engage with customers to ensure the onboarding process continues smoothly.

Warsaw, Poland. This hybrid role requires an in-office presence of at least three days per week, with flexibility to work remotely on other days.

1. Accountabilities for your role - what are you expected to do?

• Work collaboratively and follow up with Sales managers to ensure smooth onboarding of new Elavon customers

• Work proactively across Elavon’s internal departments to speed onboarding (Scrubbing, Credit, AML, EOT)

• Liaise with new Elavon customers via video calls and emails to speed document collection and keep them information on the boarding process

• Provide accurate reports on daily, weekly, monthly activity, including Salesforce activity recording

• Achieve and deliver on key monthly targets and KPIs set by line manager

• Update Salesforce with the completed activities in accordance to the customer onboarding journey

• Join customer video calls at Head Office level to provide feedback on progress

• Maintain knowledge of the processes and procedures of our internal Credit and Risk and Boarding departments to ensure that new customers are onboarded as seamlessly as possible.

Drive for Results

Pursues goals with energy and perseverance; rarely gives up before succeeding; works to overcome barriers and challenges in order to produce desired results; can be counted on to achieve or surpass goals; consistently a top performer among peer group.

3. Technical Competencies for your Role - what are you expected to know?

• At least 1-2 years’ experience in the Payments industry.

• Excellent time management and organisational skills.

• Proven ability to develop and maintain relationships at all levels of a company.

• An effective communicator in English level B2 or higher (verbal/non-verbal/written) with strong interpersonal skills.

• A team player able to work and support colleagues across a multinational organisation

• A willingness to accept change and the ability to maintain effectiveness in a changing environment

• Proficiency in Microsoft Office suite preferred but not essential

• Salesforce, CRM systems

• Outlook, Word, Excel and Powerpoint Proficiency

4. Qualifications Required to perform your Role? (experience, language, driving licence etc)

• Thorough knowledge of payments industry and current market trends

• Working understanding of financial statements and customer due diligence documents, and ability to support credit requests with sufficient financial justification.

• Experience in the Hospitality Industry or Card Networks

• High school diploma, or equivalent