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Client Service Analyst
First Data
Greenwood Village, CO, United States
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Description
Client Service Analyst II Overview
Provides escalation level technical support. Responds to inquiries that are highly complex in nature and require a considerable amount of deviation from established procedures to diagnose. Typically supports application, IT hardware and software products. Handles problem recognition, research, isolation, and resolution steps. Requires ownership of issue resolution and coordination with external resources to include but not limited to product development as well as external software and hardware partners. An expert level knowledge of the organization, products, and/or services is expected.
Job Responsibilities
• Accountable for achieving the timely and complete resolution of customer issues and inquiries in conjunction with “Customer First” initiatives. Includes effective communication to all stakeholders. Build and maintain partnerships with the Relationship Managers, Client Service Advisors and other client support teams to drive operational excellence and achieve the service expectations of the Clients. Supports internal activities related to strategic Client projects, account integrity and overall initiatives. Attainment of departmental and operational standards, including quality, efficiency and Key Performance Indicators (KPI’s). Identify systemic and Client-impacting trends and escalating through proper channels of leadership. Maintain a thorough understanding of First Data’s products, platforms, systems, and operational areas and processes. Attend on-going training as required.
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 Network and Security Solutions provides a wide range of value-added technology solutions to financial institutions of all sizes, enterprise clients and small businesses. Network Solutions include Electronic Funds Transfer (EFT) network services, such as STAR debit and ATM processing, and prepaid network services, including Valuelink, MoneyNetwork, Transaction Wireless, and Gyft. Security Solutions include best-in-class solutions such as TransArmor and TeleCheck, and our suite of advanced fraud prevention solutions. NSS also supports our other digital strategies including mobile payments and online and mobile banking.
Job Requirements
• High school diploma or equivalent, 2+ years industry experience in a customer facing role.
• Preferred knowledge of First Data’s products, platforms, systems, and operational areas.
• Must be flexible to cover shifts between 9:30am MT - 6:00pm MT, Monday - Friday
• May be required to provide on call after hours escalation support
First Data is an Affirmative Action – Equal Opportunity Employer (Minorities/Females/Vets/Disabled/LGBT)
First Data provides equal opportunities to all employees and applicants for employment without regard to sex, race, color, religion, marital status, national origin, age, genetic information, sexual orientation, gender (including gender identity/expression), disability, veteran status and military status, pregnancy or pregnancy-related medical conditions, or any other factor that may be protected by law.