Client Service Specialist

Member Access Processing; United States; Remote; USD 65,000 - 75,000; Full time

Job summary

A leading company in payment processing is seeking a Client Service Specialist who will be responsible for delivering exceptional service to clients. This role involves managing inquiries, resolving issues, and collaborating with internal teams to enhance customer satisfaction. Candidates with a background in electronic banking and proficiency in Microsoft tools will thrive in this position, which offers growth and development opportunities. The company values collaboration and innovative thinking, aiming to foster a supportive work environment.

Qualifications

• Manage account/vendor relations and resolve account/system issues.
• Proficient in technical topics for client training and support.
• Knowledge of card processing networks and operations.

Responsibilities

• Provide comprehensive support to clients, addressing inquiries and resolving issues.
• Collaborate with internal teams to manage client support functions.
• Log client inquiries in a timely manner and act as a liaison with internal teams.

Skills

Client service

Problem-solving

Communication

Organization

Education

Bachelor’s degree preferred

1-3 years of experience in electronic banking or related field preferred

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Project

Job description

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Member Access Processing (MAP) is a trusted leader in payment processing solutions. We provide secure, efficient, and tailored services to financial institutions and businesses, enabling seamless transactions for their customers. With a focus on innovation, reliability, and customer satisfaction, MAP is committed to delivering cutting-edge technology and exceptional service in the ever-evolving world of payments. We pride ourselves on creating a positive, collaborative work environment where our employees can grow and make a meaningful impact.

Overview

We are actively searching for a Client Service Specialist to join our dedicated team and contribute to the

continued success and growth of Member Access Processing. As a Client Service Specialist, you will play a

pivotal role in ensuring excellent service delivery to our clients. This position offers an exciting opportunity to

engage with clients, address their needs, and uphold our commitment to exceptional client service. Providing

day-to-day operations and product support, back-office support and customer performance reporting to clients.

Role And Responsibilities

• Provide comprehensive support to clients, addressing inquiries, resolving issues, and ensuring client
• satisfaction.
• Collaborate with internal teams to manage client support functions, product and service-related
• matters, and resolution processes.
• Log and manage all client inquiries in a timely manner, acting as a liaison between clients and internal
• support staff.
• Assist in the development of department procedures to enhance operational efficiency.
• Coordinate client meetings, develop client materials, and contribute to weekly client communications.
• Support various client programs, including Gift and General-Purpose Reloadable Clients.
• Respond to client inquiries, log issues promptly, and create/distribute necessary reports.
• Manage the reorder process for card plastics, inserts, and activation labels.
• Support new client onboarding by facilitating the proof approval process and assisting with training as
• needed.
• Maintain positive vendor relations, act as a User Administrator for vendor web portals, and assist in
• procedure development.
• Provide appropriate management personnel, a precise understanding of client issues when the
• problem needs to be escalated to a higher level.
• Take ownership of tasks and projects, ensuring they are completed accurately and on time.
• Confidently lead client conference calls and individual training sessions on technical topics.
• Actively participate in team meetings and projects, contributing to a positive team environment.
  
  

KEY PERFORMANCE AREAS

• Ensure client satisfaction through effective communication, issue resolution, and proactive support.
• Collaborate with internal teams to streamline client support functions and enhance service delivery.
• Contribute to the development and improvement of department procedures for increased efficiency.
• Facilitate seamless onboarding of new clients by providing necessary support and training.
• Maintain positive vendor relationships and contribute to the enhancement of client materials and
• communications.
• Serve as a technical/functional specialist and works independently with guidance only in the most complex situations.
• Ensure timely and effective resolution of client issues in accordance with the company’s SLA commitments.
• Ensure all actions and behaviors consistently reflect and promote MAP’s core values, upholding high ethical standards and taking quick action when necessary.
• Seek opportunities to enhance skills and knowledge to drive innovation.
• Actively seek and use customer and leadership feedback to improve quality of service.
  
  

Qualifications And Education Requirements

• Bachelor’s degree preferred. 1-3 years of experience in electronic banking or related field preferred.
• Demonstrated excellence in managing account/vendor relations, resolving account/system issues, and providing client service.
• Ability to work independently, solve problems, and effectively communicate with clients, vendors, and staff.
• Specialized training in Microsoft Word, Excel, PowerPoint, Outlook, and Project preferred.
• Experience in credit, debit, ATM, POS card programs is a plus.
• Must have in-depth knowledge of Authorizations, Clearing & Settlement & back-office processing.
• Understanding of card processing networks and their interaction with the host system.
  
  

Preferred Skills

• Strong computer skills, including proficiency in research resources available through compact disk technology and the Internet.
• Ability to prioritize, work independently, and meet deadlines in a fast-paced environment.
• Clear and focused written and interpersonal communication skills.
• Strong organizational skills with attention to detail and follow-through.
• Flexibility in working hours may be required, with the ability to work collaboratively in a team environment.
• Ability to thoroughly and professionally communicate with internal and external stakeholders, both verbally and in writing
  
  

Disclaimer: This role is anticipated to start in April 2025. While we are actively accepting applications and conducting interviews, the hiring process will align with this timeline. We appreciate your patience and interest in joining our team!

The Pay Range For This Role Is

65,000 - 75,000 USD per year(Remote (United States))

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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