Sr Client Service Advisor

First Data
Hagerstown, MD
Sep 15, 2017
Sep 20, 2017
Accountant, IT
Full Time
First Data is a global leader in commerce-enabling technology solutions, serving more than six million business locations and 4,000 financial institutions in 118 countries around the world. Our 23,000 owner-associates are dedicated to helping companies, from start-ups to the world's largest corporations, conduct commerce every day by securing and processing more than 2,300 transactions per second and $1.9 trillion per year. First Data is committed to staying at the forefront of our industry, and we are innovating a wide range of next-generation commerce technology solutions to help our clients better detect fraud, gain insights into consumer spending patterns and build customer loyalty. There are many exciting opportunities for talented individuals who would like to join our team and play a meaningful role in helping us shape the future of global commerce. First Data Global Business Solutions (GBS) provides our millions of business clients around the world, large and small, with a broad range of commerce-enabling solutions to help them more effectively manage, market and grow their businesses. GBS solutions include acquiring, eCommerce, mobile commerce, marketing, analytics, and next-generation commerce innovations, including mobile payment services, webstore-in-a-box solutions and Clover, our cloud-based point-of-sale operating system that includes a marketplace for proprietary and third-party business apps. Position Description Overview Sr Client Service Advisor - National Petroleum Account Manager. Responsible for all client related operational tasks(non-sales). Job Responsibilities This includes monitoring and consolidating service level requirements to ensure compliance with Client specific Service Level Agreements (SLA's). Communicate SLA performance levels to Clients. Maintains accurate and up to date documentation of the client architecture and processing environment, product matrix, and custom processes by utilizing appropriate systems and tools to track client interactions. Functions as the overall Project Manager for Internal Strategic and Client specific projects and initiatives. Facilitates the Client training process as it relates to platform applications, association releases and product functionality. May facilitate the Client communication and delivery process as it relates to association releases, regulatory changes, product/platform upgrades, fee revisions and system enhancements. Participates in business reviews and/or creating client operational performance reviews. Other duties as required and directed by management. Assures client satisfaction by maintaining overall operational relationship for clients. May require travel. Builds strong partnerships with the Relationship Managers, Client Service Analysts, Advisors and other client support teams to align business objectives to meet the needs and service expectations of the Clients. Is key point of contact for researching and resolving both internal and external issues. Develops cross-functional alignment and consensus around issue resolution. Establishes strong working relationships, breaks down barriers across the company to ensure quality products and services provided. May ensure optimum processing integrity through regular comprehensive systemic audits on Client portfolios. May implement remedial actions when necessary to control and eliminate FDC and client liability. Consistently analyzes and monitors the Client's processing environment to identify and implement strategies for operational efficiency and cost savings. Manages the overall incidence response process between the Client and First Data. Scope of Job Works with national petroleum accounts with multi product platforms/environments. Works on complex tasks, issues and environments. Work is broad in nature, usually requiring originality or ingenuity. Decisions have a considerable impact on the end results of the business unit. Autonomy Ability to work independently to support the business stream of work. Works with minimal supervision. Possess strong analytical skills and have an understanding of industry metrics and trends. Strong interpersonal, written and verbal communication, presentation and organizational skills. Ability to quickly assess and analyze situations, identify potential impacts, navigate, resolve and communicate effectively at a high level. Ability to translate technical information into business terms for clients and business information into technical language for IT areas. Ability to conceptualize, translate into business terms, and provide solutions to complex problem sets. Expertise managing complex projects and issues with the ability to direct teams toward resolution. Effectively interact and communicate with varying levels of leadership across a broad network of resources. Job Requirements 4 year degree or equivalent work experience. 5+ years of progressively responsible industry experience in a client facing role. Knowledge of First Data's products, platforms, systems, and operational areas are required. Competencies Relationship Management Cust Sppt Polics,Stnd & Procs Customer Interaction Problem Mgmt Process Account Management Knowledge of Product Line First Data is an Affirmative Action - Equal Opportunity Employer(Minorities/Females/Vets/Disabled/LGBT)