Client Service Specialist-Team Lead
TSYS - Omaha, NE

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88282

Description

Summary

Responsible for supporting assigned component area(s), which include system module(s), product(s), and project(s). Create and maintain quality Client support and services. Establish Client relationships, understanding business needs, objectives and expectations.

Responsibilities

Works independently, with occasional supervision, may supervise limited number of team members, providing direction and training. Conducts the Right Steps process with team members. May assist in hiring new team members.

Establishes a positive rapport with the Client(s) to develop and maintain long term relationships to understand Client(s) business needs, objectives and expectations. First line of contact with the Clients, requiring full accountability and ownership for meeting Client's needs and demands, available 24 hours a day, 7 days a week (may carry a pager). Responsible for focusing on core business needs relative to assigned component(s) with proactive drives in delivering various Client requirements to ensure overall success.

Understands and adheres to department practices, procedures, and methodologies (i.e. test, implement, create, and verify). Maintains an extensive knowledge of the industry, transaction processing, and/or financial services businesses. Performs detailed and complex analysis, issue resolution, developmental requests, and change controls to select system components, while maintaining a high level of system data integrity, focusing to ensure overall success. Accountable for ownership of Client’s needs and requests.

Performs and prioritizes multiple tasks related to issue resolution. Accepts responsibility for corrective action related to issue resolution, to include testing, verification and documenting issues and resolutions thoroughly, communicating findings to Client(s) and internal areas affected in a timely and professional manner. Able to analyze and determine needed tasks to regain data integrity and identify financial impact to the Client and TSYS. Completes Client maintenance as requested, ensuring verification of changes with quality and accuracy. Prepares for and attends established Client issues calls.

Handles multiple/more complex projects, documents project work, and completes development work within established timeframes. Participates in or facilitates internal and external meetings, assists in research, fact finding and in preparing proper documentation. Prepares for and attends established development meetings. Documents and maintains any communication with Clients.

Able to determine impact across component lines of development, issues or client requests. Facilitates knowledge transfer between ongoing projects and Client issues to ensure components are meeting Client and TSYS needs. Help determine alternatives to meet Client needs or increase revenue opportunities for TSYS. May represent department in various focus groups.

Understands and consults on system design, utilization and availability of value added products and is able to offer product alternatives. Understands client’s strategic needs

(profitability). Keeps current on system and module enhancements. Serves as authority on all module/client-related issues. Develops high-level client relationships. Documents any communication with client. Assigns resources for all staff projects. Tracks and compiles appropriate project reports. Ensures standards/methodology are being followed. Conducts staff meetings as needed.

May support or participate in the execution of Client Consultant job duties. Seeks opportunities to stay current and expand technical expertise. Sells TSYS and offers product alternatives.

Continues to develop and maintain positive working relationships with various areas within TSYS organization.

May train new team members on management tools and system module(s) .

Initiates and participates in the Right Steps process with management.

May support or participate in the execution of Client Consultant job duties. Seeks opportunities to stay current and expand technical expertise. Sells TSYS and offers product alternatives.

Qualifications

Education/Experience

Four year college degree and 6 or more years professional experience or 8 or more years of professional experience.

Behaviors

Teamwork

  • Cooperates in a team environment
  • Demonstrates initiative
  • Develops a service awareness
  • Develops a job knowledge
Adaptability

  • Portrays a positive attitude
  • Flexible; adjusts to change
  • Work with various cultural environments/norms
  • Ability to follow direction
  • Accepts supervision/guidance
  • Complies with Company standards/policies/procedures
  • Displays professionalism in both conduct and dress
Communications

  • Asks for help/seeks advice
  • Listens well/utilizes information
  • Shares ideas and information
  • Develops rapport with customers
  • Develops correspondence skills
  • Quality minded
Skills and Competencies

  • Good oral and written communication skills
  • Basic PC skills
  • MicroSoft Word
  • MicroSoft Excel
  • Lnotes
  • PowerPoint
  • Develops basic knowledge of TSYS organization
  • Excellent customer service skills
  • Ability to think analytically
  • Basic research skills
  • Basic problem resolution skills
  • Basic industry knowledge
  • Develops assigned system or subsystem knowledge
  • Basic project management skills
  • Develops a knowledge of applicable mainframe or PC applications, to include
P3/Webster

Service Center

Organization

  • Attends to detail
  • Manages time productively
  • Multitask oriented
Working Conditions

  • Normal office environment
  • Some travel may be required; domestic and international
  • On Call responsibility
  • Use of a pager may be required
  • 40+ hour work week
Decision Making

  • Participates in the decision making process and acts quickly to carry out decisions
  • Demonstrates effective problem solving skills
  • Accepts responsibility
  • Follows plans and assignments
  • Practices confidentiality
Job

Relationship Management

Primary Location

Nebraska-Omaha

Organization

TSYS Merchant Solutions, LLC

Schedule

Full-time

Job Posting

Unposting Date

TSYS - 17 months ago - save job - block
About this company
106 reviews
Total System Services, Inc. (TSYS) provides electronic payment processing and related services to financial and non-financial institutions....