COMPANY INFO

Our company operates the world's largest retail electronic payments network and is one of the most recognized global financial services brands. The company facilitates global commerce through the transfer of value and information among financial institutions, merchants, consumers, businesses and government entities.

We offer a range of branded payment product platforms, which our financial institution clients use to develop and offer credit, charge, deferred debit, prepaid and cash access programs to cardholders. The company's card platforms provide consumers, businesses, merchants and government entities with a secure, convenient and reliable way to pay and be paid in 170 countries and territories.

JOB DESCRIPTION

The global client support group works with locally deployed client service experts to develop and deliver the support model for our issuers, acquirers, processors and merchants worldwide. This includes day-to-day operations and product support, specialized help desks, back office support and customer performance reporting.

This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify innovative solutions. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.

Responsibilities

* Considered the functional expert for their client's processing and operational business.
* Provide insight and input within cross functional company organizations for new or changing products and services which may impact their Client.
* Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
* Coordinate internal resources to accomplish company and client objectives, and ensure processing system performance standards are met and that the client perspective is represented within the organization.
* Provide proactive operational support to ensure that both the client and the company are operating in the most effective and cost efficient manner while managing costs and increasing overall transaction performance (including authorization, clearing & settlement, back office processing).
* Stay current with industry and client trends and maintain a strong knowledge of our products and company network services.
* Represent complex customer change requests, system or operational requirements; negotiate and manage expectations internally and externally.
* Develop and manage short term operational initiatives, special projects and client-driven continuous improvement plans.
* Identify and analyze processing problem with customer impacts; communicates ongoing situation status; Reports SLA performance and develops improvement plans to address chronic customer problems.

QUALIFICATIONS

* Bachelors/Degree or equivalent experience.
* Typically requires a minimum of 5-7 years experience in a customer support role in software, financial or information services.
* Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
* Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
* Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
* Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
* Proficiency providing technical and consultative support to external customers and identify business needs.
* Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
* Working knowledge of Microsoft Office.
* Excellent verbal, written, presentation and interpersonal skills are required.