Senior Client Services Specialist

Location

United States

Posted

4 days ago

Salary

0

Seniority

Senior

Bachelor Degree3 yrs expEnglish

Job Description

Senior Client Services Specialist

FCTI, Inc.

• Provide advanced analytical and client support functions to ensure successful management and performance of assigned terminals. • Serve as a subject matter expert, partnering with internal departments to identify operational trends, resolve issues, improve performance, and support strategic initiatives. • Monitor and analyze operational performance across assigned terminals. • Review data, reports, and trends to identify underperforming locations, operational risks, and opportunities for improvement. • Manage all vendor agreements, including service-level agreements (SLAs) and service standards. • Measure vendor performance through development, implementation, and monitoring of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). • Conduct root cause analysis and recommend corrective actions to improve performance and reduce operational disruptions. • Manage and maintain reporting tools, dashboards, and tracking documents to ensure data accuracy and timely communication. • Collaborate with internal departments to resolve escalated issues and ensure service-level expectations are met. • Lead follow-up efforts on outstanding action items, operational exceptions, and client requests. • Support portfolio management activities, including performance reviews, forecasting, and strategic recommendations. • Assist with the development and implementation of process improvements, reporting enhancements, and operational best practices. • Provide guidance and support to team members by sharing knowledge, assisting with complex issues, and promoting operational consistency. • Participate in special projects as assigned.

Job Requirements

  • Bachelor's degree preferred or equivalent combination of education and relevant work experience.
  • 3–5+ years of experience in client services, operations, account management, business analysis, or related field.
  • Strong analytical and problem-solving skills with the ability to interpret data and identify trends.
  • Advanced proficiency in Microsoft Excel, including formulas, data analysis, and reporting functions.
  • Experience managing multiple priorities and projects in a fast-paced environment.
  • Excellent verbal and written communication skills.
  • Ability to work independently with minimal supervision and exercise of sound judgment.
  • Strong organizational skills and attention to detail.
  • Experience collaborating with cross-functional teams.
  • Ability to identify process improvement opportunities and implement effective solutions.

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