Client Service Consultant

First Data Corporation   •  

Omaha, NE

Industry: Accounting, Finance & Insurance

  •  

5 - 7 years

Posted 40 days ago

Job Responsibilities

  • Possesses strong First Data system background
  • Ability to effectively analyze, navigate, and trouble shoot external business issues
  • Possesses the unique combination of technical and business savvy to translate technical information into business terms for clients and business information into technical language for IT or Product areas
  • Collaborates with IT or Product to ensure business aspects/impacts are understood
  • Ability to conceptualize, translate into business terms, and provide solutions to complex problem sets
  • Demonstrates and provides subject matter expertise for key First Data products
  • Ability to provide strategic support for product development as needed
  • Works with management to create an environment that promotes teamwork and cross functional partnerships at all levels
  • Shares a thorough understanding of First Data's strategic goals and align priorities accordingly
  • Controls liability exposure, interprets and communicates industry standards, updates internal systems, communicates enhancements with expertise in product specific transactions, screens and reports and assures client satisfaction
  • Manages service issue accountability, including incident reporting, communication center notification, service center work item records, adhering to client service level agreements, monitoring liability and escalation to management as appropriate
  • Will assist with mediation of issues between clients and less tenured analysts, while displaying a mature attitude
  • Effectively communicates both verbal and written to internal and external clients

Scope of Job

Works on highly complex, issues and high profile clients with a high breadth of responsibility. Work is broad in nature, requiring originality or ingenuity. Decisions have a major impact on the end results of the business unit.

About First Data

First Data (NYSE: FDC) is a global leader in commerce-enabling technology, serving approximately six million business locations and 4,000 financial institutions in more than 100 countries around the world. The company’s 22,000 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 3,000 transactions per second and $2.4 trillion per year. To learn more about First Data, visit FirstData.com.

Job Requirements

  • Directly involved with 5-10 years business to business relationships preferred
  • 2+ years working with technical resources preferred
  • Experience managing multiple high profile issues with varying scope preferred
  • 5+ years First Data experience, including a broad network of contacts
  • Professional written and verbal communication
  • Experience identifying alternatives and develop contingency plans
  • High level technical knowledge is required to communicate with both the Systems & Programming and Business staff to enable appropriate decisions when defects are identified and corrected
  • Experience managing multiple priorities simultaneously
  • Acknowledged as a change agent who challenges conventional thinking and the status quo
  • Demonstrable PC Skills, including word processing, spreadsheet and presentation software

Competencies

  • Customer Service Management
  • Relationship Management
  • Customer Support Trends Directions
  • Customer Support Policies,Standards & Procedures
  • Customer Support Service Agreements
  • Customer Interaction
  • Problem Management
  • Knowledge of CSppt Function
  • Knowledge of Product Line

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