Commercial Card Support Sr Associate

Responsibilities:

• Triage requests received by the commercial card team from clients. Action the items and update SharePoint site to ensure all impacted teams (sales, account management, product) are kept informed of the resolution. 
• Directly contact clients to assist with various requests, such as:Queries regarding payments and payment issues
• Updating system access entitlements for customers only
• Changing expense management components, such as accounting code changes; billing cycle changes; and workflow approval changes for clients
• Responding to requests from clients for assistance with rollouts, program expansion solutions, training, and general product usage
• Escalating client issues and concerns to the vendor(s), tracking progress, and keeping clients informed
• Responsible for managing requests and coordinating with vendors’ product teams to ensure tracking of requirements and launch dates.
• Collaborate with sales team to complete commercialization tasks during product launch, specifically addressing client training and communication requirements; holding client webinars; and producing/updating materials for sales. 
• Participate in the development and improvement of client-facing processes, and controls.
• Address TSYS-TMS customer requests which are referred to the bank; evaluate the customer service policy and updating as needed 
• Manage the TS2, PowerCurve, Spend Clarity, CentreSuite, and SmartData option sets.Create change requests and manage documentation updates.
• Support product roadmap and backlog, ensuring activities are coordinated with product managers.
• Assess and update client survey and complaints activities.
• Mentor and provide guidance and support for associate team members, as well as identify and drive to conclusion, process improvement opportunities

Qualifications:

• Minimum 5 years’ experience with managing commercial card client requests, with a thorough understanding of:
• Credit card authorization/transaction processes
• Payment flows for card programs
• Company/Cardholder setup and maintenance
• Expense Reporting and Cost Allocation
• Regulatory and Association Rules related to commercial cards
• Familiarity with tools used in commercial cards, including: Spend Clarity, Smart Data, and CentreSuite and TSYS TS2.
• Proficient in Microsoft Office Suite, particularly PowerPoint; with advanced knowledge of SnagIt for preparing training material.
• Excellent quantitative and analytical skills, with a high level of attention to detail and accuracy.
• Strong communication and interpersonal skills, with the ability to clearly explain commercial card programs, particularly virtual cards, declining balance, fleet, purchase, and travel cards.
• Self-motivated, with the ability to work independently and as part of a team and manage multiple tasks and deadlines effectively.