Senior Client Service Specialist

Role Overview

• Support client acquisition, cross-sell, and/or retention initiatives through providing tracking information as well as insights based on client escalation analysis.
• Handle, resolve and track all client escalations determining root cause and reporting issues to manager to prevent future issues.
• Review daily security (PTS, funds held) reporting from processing vendor.
• Provide bank reference as appropriate and work with leadership as needed to approve release of funds and ticket limit increases.
• Partner effectively with internal partners to validate success of processing relationship and provide process improvement guidance to enhance efficiencies to leadership.
• Handle client service requests with efficiency and accuracy keeping the client’s needs in mind.
• Review and analyze and action daily call reporting from vendor to verify procedures are being followed and clients’ needs were met, additional outreach to the client, if appropriate.
• Speak with clients to assist with escalated issues to determine best next steps for client and resolve client issues.
• Document escalated issues in bank complaint tracking system.
• Assist with equipment training and implementation for clients that have escalated through processing partner or internal partner.
• Be point of escalation for Relationship Managers.
• Handle communication around lease declinations, buy backs, DDA changes and managed client engagement to ensure merchant contacts vendor directly.
• Create and deliver ad hoc report as requested and appropriate.

Requirements

• Minimum 5 + years in financial services
• Direct experience at an acquiring bank/acquirer/ merchant services
• Card issuing experience, including customer support and servicing (preferred)
• Experience in client escalation management
• Experience in Healthcare vendor services (i.e.. Guidehouse, Revspring, RMS, Zelis Payments, Etc.) (preferred)
• Direct working experience or understanding of Payments / Embedded Banking (preferred)
• Strong analytical skills, with excellent problem solving and quantitative skills.
• Strong internal and external communication skills.
• Organizational skills, including ability to prioritize work.
• Ability to handle fast paced, ever changing work environment.
• Excellent time management skills.
• Attention to detail.
• A team player with proven ability to build strong collaborative relationships with internal partners.
• Ability to identify inefficient processes, recommend solutions.
• Proficiency with PCs and standard Microsoft Office software.

Benefits

• Eligible for incentive compensation which may include production, commission, and/or discretionary incentives.