Client Advocate at Global Payments

Lindon, Utah, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, FintechIndustries

Requirements

Bachelor's Degree or the equivalent of training and experience
Typically Minimum 2 Years Relevant Experience, including consulting with clients to meet business needs
Preferred: Typically Minimum 4 Years Relevant Experience in the credit card industry

Responsibilities

Provide accurate and timely technical information, advice, and assistance regarding the organization's product and services
Respond to inquiries from clients; understand their technical questions, assess their needs, and suggest or promote solutions that may include alternative products or services
Undertake research and develop proposals for new solutions to solve technical problems and follow-up on the status of outstanding issues
Use databases or other computerized systems to maintain up-to-date documentation
Continue education of the industry, system, module, and product, and use that information to inform the client
React to moderately complex client inquiries and conduct research to solve issues within established guidelines, including clarifying impact with clients, validating through internal research, facilitating technical interactions, tracking issue status, validating corrective actions, and proposing communication of the resolution to the client
Act as contact with the client to either resolve the client’s issue or propose definition of the client’s problem for subsequent action
Participate in calls with technical, account management, vendors, and/or the client when necessary, and update issue tracking systems while keeping the client informed
Analyze and evaluate client-initiated changes, including options maintenance requests, through client consultation about best practices and internal research; perform maintenance on accounts and verify system changes for accuracy
Build client relationships through accurate and timely communication; establish credibility through knowledge of systems and product functionality; understand clients' business needs and objectives and identify opportunities to promote new products and services
Interpret basic technical client issues and project requests; assist in determining root cause analysis and identifying technical changes needed; translate for internal teams and stakeholders; advocate for the client within Global Payments while striving to meet the needs of both parties
Develop functional requirements and specifications to support client customization or system changes