Let us introduce you to Paula, an Account Manager at TrustPay, in this interview. Learn about her role at the company, her approach to clients and the challenges she has to face.
How was your interview at TrustPay? Do you have any tips on how to prepare for such an interview?
My interview was pleasant. The vibe was very relaxed from the beginning. Before the interview, I did my research on the company, I looked through the website to find out what the company does, and of course, I read the description of the position I was applying for.
I started out in the customer support department, so I did a recap of what to expect and what I’m likely to be asked. I mainly focused on mentioning my strengths and previous experience.
At the end of the interview, I immediately received feedback that they had never heard such a nice description of TrustPay from someone who had not worked here before. 😊
Even before the interview, I was excited about the company’s vision and the product itself and that I would learn something new. I think that when a person is passionate about the position and what the company does, then the interview is much easier.
“A challenge for the customer is always a challenge for me, too.”
What is your job, and what are its advantages or disadvantages?
I am currently working as an Account Manager, so I take care of our existing local customers. It means that I am in touch with them almost daily. You could say that my work is divided into two parts. One is that I take care of the clients assigned to me, but I also solve any issues that are escalated to me by our customer support department. For many clients, I am often the first point of contact when something needs to be solved urgently. I am available to them when they need me.
Another part of my agenda is for clients to understand the entire system in TrustPay, from the so-called “boarding” of the client, verification, electronic signing of the contract and subsequent setting of the system exactly according to the client’s needs. I guide them through the world of TrustPay. 😊
I consider it an advantage that I am in direct contact with customers, that we build relationships, and at the same time, we learn from each other, as every challenge is a lesson. The position of Account Manager also provides me with space for cooperation with other departments within the company, the possibility of constant progress, and personal and professional growth.
I don’t know whether to call it a disadvantage, but it’s definitely a challenge to be on top of things and to have answers for every client. This position definitely requires a positive and proactive attitude.
What accomplishments are you particularly proud of in the company that made you very happy?
First of all, I am very proud that I am the very first “full-time” Account Manager for the Slovak and Czech markets, which is a great award for me, and I thank our management that they noticed my work and motivation. I am glad that I really enjoy my work. My first vision when I took up the position of Account Manager was to ensure customer satisfaction so that they could finally say that Paula Banasová at TrustPay is a brand for them. Also, the client knows they can turn to me at any time, and I am here for them. A challenge for the customer is always a challenge for me, too. 😊
I am also proud of my work with the first really big client I got, and I was able to guide them through the first steps in TrustPay successfully. Thanks to this, we have built a really great relationship, which adds value to this work and gives it a deeper meaning. It’s not just about exchanging emails, but we really build relationships here and strive for joint growth.
What keeps you working for the company? What is your motivator, and which company values do you identify with the most?
One of the reasons why I chose to work at TrustPay is that I was looking for a smaller Slovak company that is successful and has the potential for growth with a young team and where I can develop and advance in my career.
For me personally, relationships as such are important, of course, also at work. I have to say that it all came true in TrustPay. Feels like a fulfilled New Year’s wish or a small miracle I prayed for. 😊
During the time I’ve been working here, I’ve developed great relationships with my colleagues, and I know that you can count on the people here, and we’re all pulling on one single string. Within the team, we can consult and improve each other. Clients can then be sure that they are receiving really high-quality support.
I’m glad that I can learn from all the people who work at TrustPay on a daily basis because teamwork brings the best results.
“A good Account Manager must know the client perfectly, and their needs and always be able to advise them and present other options with which we can help them grow.”
Do you have any funny stories from work?
It was during our Halloween photoshoot that our management came in masks. It was a really “funny moment”.
We experience funny moments with clients, for example, when we do verifications through our app, and the client starts recording even before they realize it. 😊
How do you treat your customers, and what do you value about working with people?
As I already mentioned, one of the most important values for me is relationships, whether with colleagues or customers. I myself have such an attitude that I respect people and their work, and I understand that we don’t always immediately understand each other about a given matter. The main thing for me is to find the right type of communication and approach to everyone individually.
A good Account Manager must know the client perfectly and their needs and always be able to advise them and present other options with which we can help them grow.
I always try to be nice and accommodating. I also make sure that I educate myself in what I do and stay up-to-date on what is currently happening in the company and the world of payments.
What advice would you give to future candidates who would like to work at TrustPay?
Since we are a fintech company and offer payment solutions, daily education and improvement are really necessary. At TrustPay, we don’t sit in front of a computer, but we really make the most of our days.
You must not be afraid of new things but take them as motivation and open the door to a new world. You can then transfer this success to your own progress.
Simply have an „I want to learn, I want to grow“ attitude. 😊