• Manage the client support email/ticketing inbox, ensuring timely and accurate resolution of account maintenance and research requests while identifying trends to refine workflows and enhance service delivery • Proactively identify opportunities to improve processes, streamline workflows, and implement efficiencies that enhance both client experience and internal operations • Communicate client needs to appropriate departments and provide responses back to the clients promptly • Assist with distributing approved program-wide communications • Create and maintain department procedures and documentation, focusing on accuracy and usability • Manage and complete various account maintenance and research requests with a focus on reducing rework and improving turnaround times • Understand the complexity of our program, credit card processes and procedures and apply this knowledge to suggest enhancements that simplify client and internal workflows • Partner with the Client Relations Managers to support client requests and training, incorporating feedback into process and training improvements • Leverage internal resources to build and maintain a strong relationships with clients and colleagues • Support the onboarding process for new clients, contributing to streamlined implementation • Participate in the planning and execution of special projects, bringing forward ideas that enhance efficiency, automation, and overall program effectiveness