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Client Services Analyst II or Above

Company Name:
TSYS
Title: Client Services Analyst II or Above
Location: AZ-Tempe
Other Locations:
Summary
Responsible for supporting assigned component area(s), which include system module(s), product(s), and project(s). Create and maintain quality Client support and services. Establish Client relationships, understanding business needs, objectives and expectations.
Responsibilities
Under moderate supervision, continues to develop knowledge in assigned component area(s), which include system modules and products. Understands and adheres to department practices, procedures, and methodologies (i.e. test, implement, create, and verify). Maintains a knowledge base of the industry, transaction processing, and/or financial services businesses. Performs analysis, issue resolution, developmental requests, and change controls to select system components, while maintaining a high level of system data integrity, focusing to ensure overall success of the client(s) needs are met. Accountable for ownership of Client's needs and requests.
Establishes a positive rapport with the Client(s) to develop and maintain long term relationships to understand Client(s) business needs, objectives and expectations. Is the first line of contact with the Clients, requiring full accountability and ownership for meeting Client''s needs and demands, available 24 hours a day, 7 days a week (may carry a pager). Responsible for focusing on core business needs relative to assigned component(s) to include proactive initiatives, and delivering various Client requirements to ensure accuracy, timeliness, and quality.
Performs and prioritizes multiple tasks related to issue resolution. Accepts responsibility for corrective action related to issue resolution, to include testing, verification and documenting issues and resolutions thoroughly, communicating findings to Client(s) and internal areas affected in a timely and professional manner. Able to train on assigned component areas, which are system modules or products. Completes Client maintenance as requested, with quality and accuracy, ensuring verification of changes. Has a basic concept of tasks needed to regain data integrity and determine financial impact. Prepares for and attends established Client issues calls.
Handles multiple projects, documents project work, and completes development tasks within established timeframes. Participates in internal and external meetings, assists in research, fact finding and in preparing proper documentation. Prepares for and attends established development meetings. Documents and maintains any communication with Clients.
Develops and maintains positive working relationships with Account Management, Technical, Business, and various areas within TSYS organization.
Initiates and participates in the Right Steps process with management.
Education/Experience
Four year college degree and 2 or more years professional experience or 4 or more years professional experience is required. Appropriate TSYS experience is preferred.
Behaviors
Teamwork
Cooperates in a team environment
Demonstrates initiative
Develops a service awareness
Develops a job knowledge
Adaptability
Portrays a positive attitude
Flexible; adjusts to change
Work with various cultural environments/norms
Ability to follow direction
Accepts supervision/guidance
Complies with Company standards/policies/procedures
Displays professionalism in both conduct and dress
Communications
Asks for help/seeks advice
Listens well/utilizes information
Shares ideas and information
Develops rapport with customers
Develops correspondence skills
Quality minded
Skills and Competencies
Good oral and written communication skills
Basic PC skills
MicroSoft Word
MicroSoft Excel
Lnotes
PowerPoint
Develops basic knowledge of TSYS organization
Excellent customer service skills
Ability to think analytically
Basic research skills
Basic problem resolution skills
Basic industry knowledge
Develops assigned system or subsystem knowledge
Basic project management skills
Develops a knowledge of applicable mainframe or PC applications, to include
P3/Webster
Service Center
Organization
Attends to detail
Manages time productively
Multitask oriented
Working Conditions
Normal office environment
Some travel may be required; domestic and international
On Call responsibility
Use of a pager may be required
40 hour work week
Decision Making
Participates in the decision making process and acts quickly to carry out decisions
Demonstrates effective problem solving skills
Accepts responsibility
Follows plans and assignments
Practices confidentiality
Relationship Management
Organization: TSYS Acquiring Solutions, L.L.C.

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