About
Duration: 1 year; potential to extend or convert
Location: Ashburn, VA 20147
Overview This is an individual contributor role responsible for identifying and resolving issues of moderate complexity. It is an intermediate professional level that requires strong execution and analytical abilities. The role works independently with minimal guidance. The candidate will be part of the Token Service department. The person must manage tasks from start to finish, be flexible, and explain complex technical terminology in a simple way. They will communicate with clients via phone, email, and in person.
Qualification Highlights
Detailed oriented with background in auditing, accounting, and project management.
Experience translating technical language to business language for internal employees and clients.
Collaborates with internal groups and specific clients.
Mix of accounting and technical analyst responsibilities.
Responsibilities
Provide implementation project management support to client institutions and processors in assigned region to ensure customer expectations are exceeded regarding Token Service Programs.
Coordinate directly with customers to understand Token Service program set up requirements and facilitate new card program installations, conversions and maintenance requests without customer impact.
Manage routine and non-routine, moderately complex processing and change requests, as well as support customer Chip Card initiatives.
Assess operational opportunities to increase service quality or efficiency.
Prepare and maintain detailed project plans, status reports, and issues logs.
Build and enhance positive working relationships with client institutions, processors, and internal stakeholders.
Represent customer system and operational requirements to internal organizations.
Own workflow assignments to resolve problems and meet deadlines, taking initiative when necessary.
Coordinate internal resources to ensure delivery on commitments.
Report customer project accomplishments and deliverables to management monthly.
Qualifications
Minimum 3-5 years of experience in a customer support role.
Experience using standard MS Office tools (MS Project, Excel, PowerPoint, Word, Visio).
Excellent time management, organization, and planning skills.
Ability to comprehend and translate technical issues.
Ability to synthesize technical information and apply to business solutions.
Ability to set priorities, influence others, and manage customer expectations.
Demonstrated success in customer relationship management.
Self-starter capable of achieving results as part of an effective team, prioritizing and multi-tasking under deadlines.
Strong verbal, written, presentation, and interpersonal skills.
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Languages
- English
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