Back to Search New Search

Client Service Analyst II

First Data Chesapeake, VA

Job Description



Position Description Overview

As a Client Service Analyst II, you will provide general support to contracted servicing and project activities for card issuing institutions. The position defines and/or resolves complex customer problems within the designated product lines. This position has full product service issue accountability, including incident reports, communication center notification, ServiceCenter work item records, adhering to client service level agreements, monitoring liability issues and escalation to the Operations Director or Client Executive when appropriate. Provides consultative servicing in order to meet client and FD objectives, controls liability exposure, interprets and communicates industry standards, updates internal systems, communicates enhancements with expertise in product specific transactions, screens and reports. Client Service Analysts are viewed by both internal and external clients as a product expert and must maintain comprehensive knowledge regarding product/system functionality gained through experience, research and testing. Candidate will contribute to an environment which promotes teamwork in cross-functional partnerships at all levels and will support all tasks, inquiries, and small to medium sized projects associated with debit and credit card fulfillment in a production environment.

Job Responsibilities


As a Client Service Analyst II, you will be responsible for:

  • Achieving the timely and complete resolution of customer issues and inquiries in conjunction with œCustomer First initiatives. Includes effective communication to all stakeholders.
  • Building and maintaining 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.
  • Supporting 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).
  • Identifying systemic and Client-impacting trends and escalating through proper channels of leadership.
  • Maintaining a thorough understanding of First Data's products, platforms, systems, and operational areas and processes.
  • Attending on-going training as required.
  • Other duties as assigned.

Job Requirements

  • High school diploma or equivalent. College degree preferred .
  • 2+ years industry experience in a customer facing role.
  • Knowledge of First Data's products, platforms, systems, and operational areas.


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.

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. 

Job Details

Date Posted November 7, 2018
Date Closes December 11, 2018
Requisition 2406581
Located In Chesapeake, VA
SOC Category 00-0000.00