WorldFirst

WorldFirst is a subsidiary of Ant International, a global digital payment and financial services leader. Through the World Account, WorldFirst is meeting the needs of SMEs engaged in international trade or business, both online via marketplaces or websites, as well as offline to support importers and exporters. This includes global collection (receiving payments), making payments, currency conversion, risk management to help WorldFirst customers reduce costs, improve turnover efficiency to generate more revenue and sales, and quickly capture global business opportunities. WorldFirst serves one million customers worldwide and is connected to over 100 marketplaces.

We are looking for a Business Development Manager to join us.

Job Description

• The Key Account (KA) Account/BD Manager position is a fundamental component of the Vietnam Country team to drive Ant International/WorldFirst’s commercial growth, serving a portfolio of large and strategically important merchants.
• The role will operate in two capacities: to bring in a new portfolio of large merchants, and act as their primary contact for relationship building, and also as one of the key members of a cross-functional account team that includes Partnerships, Marketing, Technical Support, Risk Management, AML, Legal, Customer Funds, and Finance, whose focus is to acquire, retain, manage, and grow key account relationships.
• The KA/BD Account Manager is the lead point of contact for all service aspects of the merchant processing relationship during the contract life, ensuring a smooth transition from onboarding through to the activity phase. The position is the focal point for information and communication with the merchants and partners on critical operational issues including risk and compliance management.

Specific Duties

• Grow the portfolio of clients with a key focus on large accounts and deliver quality merchant support service to the account portfolio, meeting specific customer satisfaction requirements while continuously driving the healthiness of the account portfolio.
• Be available to answer all email, phone, and voicemail inquiries from your account base, and provide a one-stop solution to address their needs, including difficult contacts and complaints.
• Provide accurate solutions and proper education to merchants regarding products, processes, and compliance requirements.
• Work closely with related teams or counterparts to resolve merchants’ issues and follow up with responsible parties until they are resolved.
• Make outbound contacts to merchants whenever there are outstanding issues in the account, and give merchants proper guidance to improve the process and conduct authenticity investigation based on regulation requirements.
• Provide feedback to related teams on customers’ voices timely and proactively work on the solutions.
• Summarize the trend based on merchants’ voices; identify the valuable feedback and urgent issues to escalate to the higher leadership team.
• Keep monthly contact with merchants and maintain business relationships; complete daily phone outreach.
• Regularly update customer relationship management database.
• Insights study and analysis for each market to address challenges and opportunities.

Requirements

• Bachelor’s degree or equivalent work experience preferred.
• Experience in an internet company, e-commerce, financial institution, or transaction processor is preferred.
• Experience in customer relationship management or outbound service is a must.
• Hunter sales experience and account management.
• Customer communication experience (face-to-face, email, & phone).
• Global working experience is also preferred.
• Ability to communicate effectively via telephone, email, and face-to-face by utilizing active listening and clearly speaking to the customer.
• Ability to make discretionary decisions based on research independently. Performs a variety of tasks. A certain degree of creativity and latitude is required.
• Ability to handle tough contacts and complaints.
• Ability to deliver the right suggestions to merchants to detect risky trends of managed accounts and take proactive action to avoid risk.
• Ability to complete multi-tasks; good skills in time management, task management, and problem-solving.
• Well-developed sense of urgency and follow-through; good judgment of importance, priority, and emergency; good analytical skills.
• Good troubleshooting ability, with a certain degree of flexibility and maturity.
• Ability to develop and maintain professional working relationships with co-workers and peers.
• Good industry knowledge; ability to learn and adapt to new product knowledge, including the areas of risk, protection, and best practice.
• Good business writing and presenting skills.
• A degree of flexibility is necessary regarding travel and shifts.