Sales Support Specialist – Enterprise Hospitality

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One. 

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other. 

Job Description

Reporting to the Head of Franchise Hospitality, the successful candidate will play a key role in supporting a team of Elavon Sales Managers and Relationship Managers within the Enterprise Hospitality sector.

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.

Location: 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.

The successful candidate will join a small, collaborative team and work closely with colleagues across Europe to achieve shared goals.

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.

2. Competencies for your Role – how are you expected to behave?

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.

Customer Centricity.

Build strong customer relationships and deliver customer-centric solutions.

Agility and Innovation

Demonstrate flexibility in dealing with fast-changing priorities, and different or challenging situations. Help others to continuously improve and achieve results. Explore multiple solutions to overcome obstacles. Anticipate future needs that may affect the team or organization

Collaboration.

Develops good working relationships with others; recognizes and values differences; encourages an inclusive collaborative environment and open dialogue; puts team’s goals ahead of personal agendas; shares information openly and transparently; openly supports team members and their efforts.

Risk

Appropriately identify and manage risks, in compliance with applicable laws, rules and regulations, and with Company Policy.

Ethics and Trust

Maintain high ethical standards; gain the confidence and trust of others through honesty, integrity and authenticity. Conducts him or herself honestly and ethically; adheres to a core set of values and standards appropriate to the situation and acts; accordingly, is consistent in own words and actions; inspires trust and respect by dealing openly with people; keeps confidences and admits mistakes

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

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

We offer an exciting, fast-paced and diverse working environment with employees of many different nationalities. We provide benefits to help you protect your health and financial security; and give you peace of mind. We also invest in your career growth with development resources that give you the opportunity to stretch and shine.

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