The Director manages a team of Client Account Managers that service large acquiring clients processing more than $45 million annually in credit card sales volume. The Director oversees all team members and team functions.Establishes and implements service standards to assure effective flow of information and operational issue resolution to clients. Analyzes operations to ensure efficiency of the team.
ESSENTIAL DUTIES AND RESPONSIBILITIES 1.Supervises and evaluates the operating effectiveness of a department of the organizations day-to-day client service operations in compliance with established policies and procedures. Coordinates departmental workflow and support inquiry responses from other departments or teams.2. Supervises and trains team on various processing systems and new group or departmental procedures.3. Develops, and implements internal controls, policies and procedures. Maintains systems required for departmental function including password and employee access support.4. Evaluates the performance of personnel in the Customer Service Department. Recommends training requirements, has the duty to keep the staff at the highest level of skill necessary to meet company needs and objectives, and may recommend that personnel be hired or removed from the Department.5. Coaches and develops personnel on a monthly basis.6.Works with management to create an environment that promotes teamwork and cross-functional partnerships at all levels.7.Is expected to effectively interface with merchants and other departments within company as required either verbal or written. 8.Is an escalation contact for client operational issues, and is expected to assist with mediation of issues between clients and less tenured analysts, while displaying a mature attitude.9.Should have a thorough understanding of FDC's strategic goals and align priorities accordingly.10.Has full product 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. 11. 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.