Client Service Vice President handling asset manager relationships at State Street. Overseeing client service delivery and resolving issues with key clients for effective communication and relationship management.
About the role
- Client Service Specialist providing Level 2 phone and ticket support for SMB merchant clients. Handling client issues and collaborating with internal teams in a call center environment.
Responsibilities
- Provide second-level phone and ticket support for SMB merchant clients, bank partners, and inside/outside sales associates on account maintenance and servicing needs.
- Own and resolve client issues related to billing, reporting, payments, products, and solutions, coordinating with sales partners for any upsell opportunities.
- Route, maintain, and track outstanding servicing requests, ensuring thorough and timely follow-up with clients and partners.
- Provide advanced technical and product support, troubleshooting complex merchant account and transaction issues to resolution.
- Collaborate with internal operations, risk, and technology teams to ensure client issues are resolved accurately and within agreed timeframes.
- Document all client interactions, actions taken, and resolutions in case management tools for future reference and knowledge sharing.
- Identify and escalate critical or at-risk issues, including potential retention risks, to the appropriate management or specialist teams.
- Contribute feedback and ideas to enhance processes, tools, and knowledge content that improve client support and retention outcomes.
Requirements
- 2+ years of experience in client service or technical support in a call center, financial services, merchant acquiring, or similar environment.
- 1+ year of experience troubleshooting and resolving complex client or technical issues via phone and ticket/case systems.
- 1+ year of experience documenting client interactions and solutions in CRM or case management tools.
- 1+ year of experience supporting external clients or partners with strong verbal and written communication skills.
- Experience using computer-based systems, telephony, and audio equipment to manage high-volume client interactions.
- Associate degree or Bachelor’s degree in business, finance, information technology, or a related field, or equivalent combination of education, related experience and/or military experience.
- Experience supporting merchant services, card processing, or other financial technology products (great to have).
- Familiarity with network and connectivity troubleshooting related to payment terminals or gateways (great to have).
- Experience with remote desktop or screen-sharing support tools (great to have).
- Proficiency in Spanish to support bilingual client interactions (great to have).
Benefits
- Fuel Your Life program to support your physical, financial, social, and emotional well-being.
- Paid holidays and generous time away policies.
- No-cost mental health support through Employee Assistance Programs.
- Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
- Eight Employee Resource Groups to foster a collaborative culture and expand your network.
- Unparalleled professional growth with training, development, and internal mobility opportunities.
- Medical, dental, vision, life, and disability insurance options available from day one.
- Retirement planning and discounted shares with the Employee Stock Purchase Plan.
- Tuition assistance and reimbursement program.
- Paid parental, caregiver, and military leave.
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