Client Service Specialist
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Job Description
Client Services Specialist supporting daily card processing needs and delivering high-quality service in a fast-paced environment. Focused on client success and operational excellence within the payment processing industry.
Responsibilities:
- Serve as the primary point of contact for assigned clients by answering questions, troubleshooting issues, and guiding clients on back-office operational processes.
- Coordinate with Visa DPS support to open, track, and drive resolution of platform and application issues; translate technical updates into client-ready communications.
- Maintain working knowledge of each client’s Visa DPS configuration and processing workflows to support accurate research, troubleshooting, and change requests.
- Manage resolution of Zendesk tickets with complete documentation, appropriate categorization, and regular status updates, meeting or exceeding SLA requirements.
- Partner with internal teams to coordinate client requests, clarify requirements, and ensure timely, accurate delivery of services and follow-up actions.
- Document processes and maintain client support resources (procedures, templates, and knowledge articles) to improve consistency, quality, and onboarding readiness.
- Coordinate client meetings and communications (including weekly updates as applicable); provide clear summaries, decisions, and next steps to internal and external stakeholders.
- Support card program operations (debit/credit) by coordinating with vendors and internal partners on servicing needs, operational questions, and deliverables.
- Prepare and distribute client and internal reporting as needed; identify trends, recurring issues, and risk areas, and recommend improvements.
- Manage reorder requests for card plastics, inserts, and activation labels, ensuring accuracy, approvals, and timely submission to the appropriate vendors.
- Support new client onboarding by coordinating proof approvals, facilitating training, confirming readiness milestones, and ensuring a smooth transition into steady-state support.
- Maintain positive vendor relationships and serve as a User Administrator for vendor web portals, including access provisioning and periodic access reviews as assigned.
- Assess issues of impact and urgency; follow escalation procedures for high-severity issues; and keep clients and internal stakeholders informed through resolution.
- Own assigned tasks and projects end-to-end by tracking actions, managing dependencies, and delivering on time with a high level of accuracy and attention to detail.
- Lead or support client calls and training sessions on operational and technical topics; capture questions, decisions, and follow-ups, and update supporting materials as needed.
- Participate in team meetings, cross-training, and improvement initiatives; share knowledge and provide coverage to maintain service continuity.
Requirements:
- Bachelor’s degree preferred (or equivalent combination of education and relevant experience)
- 3+ years of experience in electronic banking, card services, or related field preferred
- Experience in bank or credit union operations, including transaction research/troubleshooting and servicing credit, debit, ATM, and POS card programs
- In-depth knowledge and hands-on experience with card payment systems, processing platforms, and transaction workflows, including authorizations, clearing, and settlement
- Understanding of card processing networks and their interaction with issuer/processor host systems
- Demonstrated ability to manage client and vendor relationships, resolve operational/system issues, and deliver high-quality client service
- Ability to work independently, prioritize effectively, and solve problems using sound judgment
- Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical audiences and provide clear status updates to clients and internal stakeholders
- Proficiency with Microsoft 365 applications (e.g., Word, Excel, PowerPoint, Outlook), with comfort learning new systems and workflows.
- Experience with Visa Debit Processing Solutions products and applications.
- Experience in card dispute processing and transaction decline research.
- Strong computer skills, with experience in SharePoint and Zendesk.
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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