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Merchant Client Operations Specialist(Complaints)-Global Operations

Newark, Delaware;

Job Description:

Line of Business Role Description

The Treasury F&S Sr Spec-Service role within Merchant Client Operations maintains responsibility for performing data analytics and theme analysis for merchant services complaints, ownership of client contact and resolution of Close the Loop surveys, and management of mailboxes that provide support for ETS Enterprise Merchant Operations (EMO) complaints and Sales Support Escalations. The team resolves all inquiries within the bank's practices and procedures.

Key Responsibilities

  • Perform complaint data analytics/theme analysis for ETS Enterprise Merchant Operations
  • Ownership and daily monitoring of mailboxes, aiding with Sales Support escalations through engagement of line of business partners, ensuring client concerns are addressed and responded to with a sense of urgency
  • Ability to identify process/procedure gaps and/or improvements
  • Provide deep dive research and analysis of client cases and/or complaints 
  • Create weekly/monthly complaint leader reporting
  • Perform monthly closed complaint review
  • Review and disposition of Potential Non-Compliance (PNC) case work
  • Submission of AQMT coaching for identified complaint opportunities
  • Daily complaint workbasket monitoring
  • Capture missed complaints identified through Quality Review into CTR
  • Ownership of research and client contact for Close the Loop surveys
  • Provide system of record complaint logging walkthroughs during training sessions
  • Participate in FLU team meetings, Complaint EPO Flu Exchange calls, and other project calls, as deemed necessary 
  • Creation of documented internal team procedures and processes
  • Bi-weekly complaint tips for Enterprise Merchant Operations Newsletter

Minimum Required Skills:

  • Ability to breakdown complex problems and obtain resolution
  • Manage high work volume, including handling inbound/outbound calls and partnering with other lines of business to close the loop on client issues
  • Highly organized with strong attention to detail
  • Excellent time management and prioritization skills, with ability to meet deadlines
  • Proficient in Microsoft Office Suite applications: Excel, Word, PowerPoint
  • Excellent communication skills and ability to present, and speak and write clearly and accurately
  • Must work well in a team environment, as well as independently
  • Preference for experience supporting small business or commercial clients and/or credit card industry knowledge
  • Commitment to excellent attendance with proven reliability

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

300

Job Description:

Line of Business Role Description

The Treasury F&S Sr Spec-Service role within Merchant Client Operations maintains responsibility for performing data analytics and theme analysis for merchant services complaints, ownership of client contact and resolution of Close the Loop surveys, and management of mailboxes that provide support for ETS Enterprise Merchant Operations (EMO) complaints and Sales Support Escalations. The team resolves all inquiries within the bank's practices and procedures.

Key Responsibilities

  • Perform complaint data analytics/theme analysis for ETS Enterprise Merchant Operations
  • Ownership and daily monitoring of mailboxes, aiding with Sales Support escalations through engagement of line of business partners, ensuring client concerns are addressed and responded to with a sense of urgency
  • Ability to identify process/procedure gaps and/or improvements
  • Provide deep dive research and analysis of client cases and/or complaints 
  • Create weekly/monthly complaint leader reporting
  • Perform monthly closed complaint review
  • Review and disposition of Potential Non-Compliance (PNC) case work
  • Submission of AQMT coaching for identified complaint opportunities
  • Daily complaint workbasket monitoring
  • Capture missed complaints identified through Quality Review into CTR
  • Ownership of research and client contact for Close the Loop surveys
  • Provide system of record complaint logging walkthroughs during training sessions
  • Participate in FLU team meetings, Complaint EPO Flu Exchange calls, and other project calls, as deemed necessary 
  • Creation of documented internal team procedures and processes
  • Bi-weekly complaint tips for Enterprise Merchant Operations Newsletter

Minimum Required Skills:

  • Ability to breakdown complex problems and obtain resolution
  • Manage high work volume, including handling inbound/outbound calls and partnering with other lines of business to close the loop on client issues
  • Highly organized with strong attention to detail
  • Excellent time management and prioritization skills, with ability to meet deadlines
  • Proficient in Microsoft Office Suite applications: Excel, Word, PowerPoint
  • Excellent communication skills and ability to present, and speak and write clearly and accurately
  • Must work well in a team environment, as well as independently
  • Preference for experience supporting small business or commercial clients and/or credit card industry knowledge
  • Commitment to excellent attendance with proven reliability

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22027319

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Larisa McLaughlin

Referral Bonus:

300