Customer Service Analyst - TSYS

Position Overview 2 weeks of training onsite and then a hybrid work model (Mandatory 3 days onsite per week) Contract Duration: 6 months for now, then will be extended. Extension: Yes, possibility of extension FTE: Possible (based on performance + vacancy) – Not guaranteed Number of Positions: 1 Schedule Hours: Monday Friday – Either 10:00am -6:00 pm or 11:00 am - 7:00 pm shift Business group: CS&S Commercial Card Team Reason for request: Staff Movement Summary: The main function of a Senior Analyst is to reply to the Commercial Card Coordinator's inquiries by email or by phone. Also, the Analyst is responsible for adhering to the Commercial Card service level agreement, troubleshooting, investigating payment reconciliation issues, retrieving ADHOC reports, reporting problem issues to our vendors to mitigate any possible related risk. Connecting within different departments within the bank, such as Fraud, Chargeback, Accounting and Contact Center. Key Responsibilities • Following the Daily/ Weekly and Monthly assigned tasks. • Responding to Coordinator inquiries based on the sense of urgency. • Adhering to the service level agreement and acknowledging the coordinator’s email inquiries. • Purging and redirecting new replacement cards to their respective address. • Tracking all interactions with our internal and external clients for any email or phone requests. • Reporting any problem log with the appropriate vendor for further investigation. • Taking ownership, updating and engaging the client of outstanding investigations. • Checking resources and procedures to enhance their knowledge. Must Haves: • Minimum of 3 years’ experience in a customer service role • TSYS Knowledge • Strong proficiency in Microsoft Excel, including data analysis and reporting functions • Proficiency in English and an asset to have French or Spanish (spoken and written) Preferred Qualifications • Previous Commercial Card and Contact Center experience. Soft Skills • Strong verbal and written communication skills. • Analytical and problem-solving skills. • Great attention to detail. • Time management and ability to work independently. • Result and Customer Focus. • Interpersonal skills and high-performance mindset. • Flexibility. Education and Certification • College/University degree preferred 1 round of interview over video conference – 30-60 minutes Manager will send an assessment test to be completed within 24 hours after receiving once interview is completed. • **the client will review any requests for accommodations put forward by Suppliers***