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Customer Service Representative (Bank Services)

First Data Omaha, NE
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Job Description

Description

 

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's Operations and Call Center functions are focused on providing the outstanding client service, support and experiences that are critical to our ongoing success. Our Operations owner-associates are responsible for the stability of our global network infrastructure by helping our financial institution clients with various aspects of transaction processing, including statement management, card production and ticket-issue resolution. Our Call Center owner-associates are often the first point of contact for our business clients, and they play an important role in driving client satisfaction. They are responsible for answering questions and resolving problems on a wide range of issues, including account activation inquiries, potential fraudulent activity and our full range of products and services.


Job Responsibilities

  • Assists supervisor/manager with the supervision of daily activities for a group of representatives handling customer service inquiries, fraud detection and investigation, and problems via the telephone or other communication processes. Provides guidance to less experienced team members. Handles escalated and unresolved calls.


Scope of Job

Recognizes and recommends areas needing improvement. Reviews, monitors, and tracks employee and team performance. May assist in scheduling and coordinating team activities.


Autonomy

Performs work that is varied and that may be somewhat difficult in character. Should be able to take initiative and work with minimal supervision/direction, Evaluation, originality or ingenuity is required.


 

 

 

Responsibilities:

Be the first point of contact for our customers, responding to a range of calls from merchants, financial institutions, and online banking users, in regards to a variety of issues or inquiries.

 

  • Small Business Banking Provide merchant support in regards to the Point of Sale (POS) terminals and their functionality, as well as merchant services account inquiries. The following are examples of call types you would handle:
    • Terminal problems
    • Statement/fee inquiries
    • Cancellation requests
    • Chargeback inquiries
    • Redirecting misrouted calls
    • Transactional inquiries
    • Account updates
  •  Online Banking Tier 1 Assist end users with regards to their online bank account and/or mobile application. The following are examples of call types you would handle:
    • Password resets
    • Enabling an account
    • Bill pay inquiries
    • Navigation assistance
    • Brower compatibility/mobile application issues
  • Fraud Detection-Handles both inbound & outbound calls, which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Handles customer service inquiries and problems via the telephone. May answer inquiries, resolve problems, and promote products/services. May receive and respond to customer service inquires via mail, fax, or email. May monitor systems to detect possible fraudulent behavior related to credit card usage and contact card holders to investigate possible fraud. Researches problem areas and documents processes used to correct issues. Customer service is the primary function, but may include minimal selling or promotion of products or services. Uses computerized system for tracking, information gathering, and/or troubleshooting. Uses established procedures, but have the ability to deviate when needed, and requires only general supervision.

-Identify customers' needs, clarify information, research every issue, and provide solutions and/or -alternatives.

-Build sustainable relationships and engage customers by taking the extra mile.

-Follow proper procedures when handling various call types.

-Use computerized system for tracking, information gathering, and/or troubleshooting.

-Follow up customer calls and escalate to a higher level of expertise where necessary.

-Attain departmental and operation standards, including quality, efficiency, and Key Performance   Indicators (KPI's).

 

 

 

 

Requirements:

Typically requires a high school education or equivalent.

One to three years of relevant experience (2+ years industry experience in a customer facing role)

Excellent interpersonal, written , and oral communication skills.

Ability to multi-task, set priorities and manage time effectively.

 

Job Requirements

  • Typically requires a high school education or equivalent and one to three years of relevant experience.

 

Competencies

  • General Computer Competencies
  • Customer Support Polices, Standard & Processes
  • Customer Support Service Agreements
  • Service Request Management Process
  • Knowledge of Customer Support Function

Click the link below to take a glance at a day in the life of the call center at First Data:

http://players.brightcove.net/940277645001/default_default/index.html?videoId=4023490037001

 

First Data is an Equal Opportunity Employer (Minorities/Females/Vets/Disabled/LGBT)

 *MSJA 

Job Details

Date Posted September 16, 2017
Date Closes October 20, 2017
Requisition 170000BO
Located In Omaha, NE
SOC Category 00-0000.00
Location