Manager, Portfolio Health (Hybrid)

Manager, Portfolio Health (Hybrid)

Chicago, IL

About the job

Celebrating 41 years in business, Rewards Network has helped restaurants increase their revenue, traffic, and customer engagement through our innovative financial, marketing services, and premier dining rewards programs. We connect diners to fantastic restaurant experiences by offering unique card-linked offers. Our offers leverage advanced technology and powerful data analytics, providing value to our restaurants, diners, and strategic partners' loyalty programs.

Our culture

At Rewards Network, you will find a passionate and diverse group of professionals that enjoy working collaboratively, solving problems, and taking ownership of not only their own careers and success, but the success and continued growth of the organization. We take pride in partnering with the world's most powerful loyalty programs to bring full price paying customers and better ways to access working capital options to local restaurants. We offer a challenging and rewarding environment where you can maximize your potential.

Job overview

This role serves a critical leadership function in ensuring the health of our client relationships and protecting company revenue. The Manager, Portfolio Health leads and manages a team responsible for triaging and resolving business interruptions, primarily caused by payment processing interruptions (Missing Tickets) and banking issues related to accounts receivable (A/R).

This role is responsible for setting the direction of the Portfolio Health function, managing performance, overseeing escalations, and partnering cross-functionally to prevent unnecessary merchant deletions and recovery referrals. The Manager works closely with internal stakeholders and clients to resolve complex issues and improve portfolio outcomes.

This is a hybrid position that requires in-office presence 3 days a week in Chicago (Tuesday-Thursday).

What you'll bring to the table (Responsibilities)

• Team Management: Lead a team of portfolio health specialists who focus on resolving business interruptions caused by broken processor connections, accounts receivables balances, and manual billing arrangements
• Performance Monitoring: Track team performance metrics, identify areas for improvement, implement corrective actions and deliver performance reviews.
• Process Oversight: Oversee daily Portfolio Health and Missing Tickets books of business, focusing on prioritizing team outreach based on business impact, and focusing on escalations, cross-functional collaboration, and accounts at risk of deletion
• Escalations & Issue Resolution: Serve as the primary escalation point for complex Portfolio Health issues, escalated by team members or customers, prior to deletion and Recovery referral.
• Workflow Coordination: Ensure efficient workflow and adherence to company policies and procedures within the team.
• Training and Development: Train new team members, conduct ongoing training sessions, and support professional development.
• Reporting: Prepare and review detailed reports on accounts receivable and processor interruption activities, including aging reports and collection forecasts.
• Customer Interaction: Handle high-level customer interactions, including negotiations and dispute resolution, to maintain positive relationships.
• Compliance: Ensure compliance with relevant financial regulations, accounting standards, and internal controls.
• Process Improvement: Identify and recommend process improvements to enhance efficiency and effectiveness in Portfolio Health operations.
• Cross Functional Collaboration: Work closely with our Strategic Account Managers, Client Success managers as well as Sales, Finance and Operations Leaders to drive the right outcomes for our business.
• Manage a small book of business comprising our highest priority matter.

Do you have the right mix of ingredients (Requirements)

• HS Diploma or Equivalency
• 3-5 years of experience in a collections, client management, accounts receivable, or similar function required
• College degree in business, finance, or related field a plus
• 3+ year in a management position
• Excellent interpersonal skills and great communication habits
• Ability to negotiate in a fast-paced setting to get to a resolution
• Strong leadership qualities and characteristics, demonstrated ability to train and coach others
• Proven analytical and problem-solving skills
• Agility in the workplace and ability to adopt and communicate process updates to stakeholders and team
• Strong attention to detail, organizational skills, and an established track record of delivering results on time
• Experience using SalesForce, AS400, Microsoft Office, and telephone systems
• Ability and willingness to learn new skills and take on new tasks
• Ownership mentality

What you'll love about us

Comprehensive benefits package, which includes:

• This is a full-time, exempt position, and the base compensation for this opening in Chicago is expected to be $83,000-93,000 annualized, depending on level, candidate experience, skills, and other factors. This position will be eligible for an annual bonus program with a target of 10% base annualized salary, for a total compensation of $91,300-$102,300.
• Competitive Paid Time Off and company holidays
• Generous dining reimbursement when you dine with our restaurant clients
• 401(k) plan with a company match
• Two medical plan options- Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
• Partnership with Rx n Go, offering certain prescriptions for free
• Dental plan options and a vision plan
• Flexible Spending Accounts and a pre-tax commuter benefit program
• Accident, Critical Illness, and Hospital Indemnity Insurance Plans
• Short Term and Long Term disability
• Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance
• Employee Life Assistance Program
• Hybrid working space in our state of the art office downtown located by the Metra and Ogilvie train stations

Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.

Expected Pay Range

$83,000 - $93,000 USD