Client Service Analyst I
Client Service Analyst I
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Every day Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit debit prepaid and merchant services. Our worldwide team helps over 3 million companies more than 1300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Summary of This Role
Client Advocacys mission is to deliver differentiated experiences that literally make our clients more successful in achieving their vision. This is accomplished through collaboration consulting and advocacy.
Done well we will create positive business outcomes for Global Payments.
A Client Advocate is cross-trained and multi-skilled with a deep understanding of the payment processing industry. We are responsible for delivering relationship management level support to Global Payments general portfolio. This is accomplished through proactive engagement and connecting the value of our integrated solutions to the success of their business. By demonstrating strong skills in the areas of empathy negotiation interpersonal communication and problem solving skills we will maintain long-term client relations with the existing customer base while reducing attrition and increasing revenue.
The Client Advocate will research complex issues to identify root cause and work with leadership so long term solutions to process and/or service failure points are continuously implemented. This position is instrumental in identifying and sharing feedback on competitive activity and client feedback within each market.
What Part Will You Play
Proactively Reach Out and Retain At-Risk Clients
Use of various CRMs -Salesforce Netsuite etc. internal tools and programs to help aid our clients and their accounts
Resolution may involve investigation into clients support history or needs analysis based on clients business needs
Report on client interactions to drive key learnings for management and the company
Proactively engage these clients via phone and email to drive the value of our service and solutions directly to the success of their business
Maintain relationships with prior clients to help service their accounts when necessary
Address escalations that impact the client continuing to work with the company
Responding to NPS feedback to effectively resolve client concerns
Reaching out to new accounts to train and educate on the complexities integrated processing
Handle-High Volume and High-Risk Pricing Reviews
Have value-driven and relationship building conversations with clients while addressing pricing needs
Work together with Client Care and Pricing Analysis teams to address pricing requests through proactive efforts
Negotiate with clients to establish a pricing plan both our company and their business can agree upon to successfully proceed
Educate and answer client questions in regards to pricing structures rates fees interchange and statements
Negotiate contract extensions when pricing adjustments are needed through the use of Addendums
Business Partner Escalations and Client Experience Campaigns
Effective handling of at-risk client escalations shared through our mutual business Partner relationships
Assist Business Partners with focused campaigns to enhance Client Experience and attrition efforts
Client Support Functions
Responds to inbound IM phone and email inquiries from internal departments clients and partners regarding the use of Global Payments products and services
Acts as central point of contact to high-profile clients as needed
Maintain ongoing client relationships and account management as needed
This list is not all-inclusive as additional duties may be assigned by the supervisor.
What Are We Looking For in This Role
Minimum Qualifications
- Bachelors Degree
- Relevant Experience or Degree in: Bachelors degree or the equivalent of training and experience
- Typically No Relevant Experience Required
Preferred Qualifications
- Typically Minimum 4 Years Relevant Exp
- In the credit card industry
- GSuite Gmail
- Excel
- Microsoft
- Netsuite
- Salesforce
What Are Our Desired Skills and Capabilities
Skills / Knowledge - Learns to use professional concepts. Applies company policies and procedures to resolve routine issues.
Job Complexity - Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally.
Supervision - Normally receives detailed instructions on all work.
Problem Solving - Ability to solve problems using experience and good judgment
Effective Communication - Demonstrated effective written and oral communication skills
Technical Aptitude - Ability to understand and communicate technical changes in easy to understand business terms
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race color religion sex (including pregnancy) national origin ancestry age marital status sexual orientation gender identity or expression disability veteran status genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website please contact .
Required Experience:
IC
Employment Type
Full-Time
