Client Experience and Support Analyst - banking - payments - home office - São Paulo

Local: São Paulo/SP

Tipo de Contratação CLT

Responsabilities:

Manage and prioritize incoming client emails and phone calls. 
Track all inquiries via Microsoft Ticketing application, monitoring queues and ticket age throughout the day.
Utilize various systems, product knowledge and internal documentations independently to identify problem, root cause and resolution. 
Research and resolve issues related to the transaction life cycle.  Escalate and work with technical support teams as needed.
Analyze and interpret data associated with authorization and settlement to determine root cause of problems.
Perform financial reconciliation of the company’s processing portfolios, ensuring that all settlements reconcile to the platform and card association reports.
Assist with portfolio monitoring for interchange, transaction processing issues and perform analysis of transaction behavior, researching anomalies and escalating to management.
Clearly and concisely, communicate issues, progress and resolutions to clients and internal management staff. 
Ensure timely resolution adhering to all compliance policies, card association rules and department procedures.
Accountable for managing departmental support functions related to government and card association reports.
Organize inquiries, training materials and client data in email folders throughout the day. 


Requirements:
Bachelor’s degree (B. A.) or equivalent from 4 year College or four years related experience or equivalent combination.
Minimum of 2 years’ experience in a payment processing or banking environment.
Must be able to skillfully analyze and evaluate client inquiries using web applications, reports and card transaction data. 
Must have a working knowledge of bank card authorization, settlement & clearing, Interchange and Dispute Resolution.
Business to business support experience with demonstrated leadership skills for getting results.
Seasoned analytical experience; identifying root cause and implement solutions.
Must be proficient w/ Microsoft Windows, Outlook and Excel.
Must demonstrate superior organizational and multi-tasking skills in a high-volume environment.
Excellent written and verbal communication skills.
Ability to be self-motivated, to establish priorities and be results oriented.
Must act independently and be assertive, both in research and decision making.
Must be fluent in written and verbal English. Spanish is a plus.

Benefits:
CLT contract , health insurence,
home-office  with some meetens with our clients in São Paulo area.

Client:
Our client is a company with base on USA, and clients on payment market/ banking  in Brasil


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