Helpdesk / Technical Support - 2

Job summary

The analyst is responsible for managing commercial card inquiries via email and phone while adhering to service level agreements. They also perform payment reconciliation, report issues to vendors, and collaborate with internal departments like fraud and accounting.

Job details

Summary: The main function of a Senior Analyst is to reply to the Commercial Card Coordinator's inquiries by email or by phone. Also, the Analyst is responsible for adhering to the Commercial Card service level agreement, troubleshooting, investigating payment reconciliation issues, retrieving ADHOC reports, reporting problem issues to our vendors to mitigate any possible related risk. Connecting within different departments within the bank, such as Fraud, Chargeback, Accounting and Contact Center. Candidate Value Proposition: The successful candidate will have the opportunity to work hybrid where they are only asked out come 3x per week. Team provides wide range of support internally & externally and a great opportunity for growth. Typical Day in Role: • Following the Daily/ Weekly and Monthly assigned tasks. • Responding to Coordinator inquiries based on the sense of urgency. • Adhering to the service level agreement and acknowledging the coordinator’s email inquiries. • Purging and redirecting new replacement cards to their respective address. • Tracking all interactions with our internal and external clients for any email or phone requests. • Reporting any problem log with the appropriate vendor for further investigation. • Taking ownership, updating, and engaging the client of outstanding investigations. • Checking resources and procedures to enhance their knowledge. Must Haves: • Minimum of 3 years’ experience in a customer service role • TSYS Knowledge • Strong proficiency in Microsoft Excel, including data analysis and reporting functions • Proficiency in English and an asset to have French or Spanish (spoken and written) Nice to Have • Previous Commercial Card and Contact Center experience. Soft Skills: • Strong verbal and written communication skills. • Analytical and problem-solving skills. • Great attention to detail. • Time management and ability to work independently. • Result and Customer Focus. • Interpersonal skills and high-performance mindset. • Flexibility. Education: • College/University degree preferred

What you’ll do

The analyst is responsible for managing commercial card inquiries via email and phone while adhering to service level agreements. They also perform payment reconciliation, report issues to vendors, and collaborate with internal departments like fraud and accounting.

Requirements

Candidates must have at least 3 years of customer service experience and strong proficiency in Microsoft Excel. Knowledge of TSYS and previous experience in commercial cards or contact centers are considered strong assets.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• interpersonal skills · Preferred
• Attention to detail · Preferred
• Data analysis · Preferred
• Microsoft Excel · Preferred
• Reporting · Preferred
• Communication Skills · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• TSYS
• Microsoft Excel
• Data analysis
• Reporting
• Communication skills
• Problem-solving
• Attention to detail
• Time management
• Independent work
• Result focus
• Customer focus
• Interpersonal skills
• Commercial card support
• Contact center operations

Job areas

• Customer Service & Support
• Finance & Accounting
• Technology
• Administrative