| WHAT YOU'LL DO The Client Support Analyst is a client facing role and will be responsible for documenting and resolving incoming client issues and requests. The Client Support Analyst will also review issues, communicate and follow up with internal teams and to the client to ensure resolution to issues meet established service levels. This role will report to the Vice President of FirsTech Operations. WHAT YOU'LL BRING Additional Duties: - Primary point of contact and escalation for clients for production related issues and request
- Evaluates and analyzes client production issues:
- Take ownership, troubleshoot and resolve issues that do not require developer expertise or for which there may not be precedent
- Gather information on issues that need to be handled by a developer to provide quick resolution
- Performs root cause analysis of resolved issues and recommends future process improvements/system enhancements
- Monitor issue management systems and provide timely and accurate resolutions for incoming client requests which are classified into 3 different tiers
- Acknowledge receipt of Tier One issues within 1 business day and ensure completion/resolution within 10 business days
- Acknowledge receipt of Tier Two issues within 4 hours and ensure completion/resolution within 1-2 business days
- Acknowledge receipt of Tier Three issues within 30 minutes and ensure completion/resolution within 1-2 hours
- Generate and distribute monthly operations reports
- Perform payment processing audits for various clients as needed
- Assist with annual BSA compliance tasks
Knowledge of : Funds movement related to ACH and credit cards in the payment processing industry. Ability to: - Work in a conscientious, consistent and thorough manner
- Research, identify problems and work toward effective solutioning as well as documenting/updating knowledge base
- Monitors performance and maintains a sense of urgency to drive results
- Communicates ideas and information verbally to ensure that information and messages are understood and have the desired impact
- Organizes time, work and resources to accomplish objectives in the most effective and efficient way
- Collaboratively work with FirsTech's functional and technical teams on new product feature launch activities
WHY IT MATTERS This role will ensure that our existing clients get the service and support needed to retain their business. It will also position the company for future growth opportunities from both our existing clients as well as new ones. EDUCATION & TRAINING High School diploma 3+ years client relationship experience and systems troubleshooting experience 1+ years working in payments, financial services and or technology industries Intermediate + Microsoft Office Skills Busey believes that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Equal Opportunity Employment is a priority for Busey and all qualified applicants will receive consideration regardless of race, color, religion, national origin, genetic information, sex (including pregnancy), age, sexual orientation, gender (including gender identity and expression), marital status, military status, veterans status, citizenship status, disability, order of protection or any other characteristic protected by applicable law or other non-merit based factors. |
