Client Services Associate

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FCTI is a leading ATM Network and service provider. The Nation's Largest Banks, retailers and hospitality brands rely on us to grow their revenues with ATM's. FCTI helps customers optimize transaction revenue while eliminating the expense of hardware. Our full-service approach reduces the cost and hassle associated with maintenance, cash management, ATM compliance and more.

Summary:

FCTI is seeking an Client Services Associate who has a passion for creating long-term and trusting partnerships with our customers. Your entire role revolves around independently managing a portfolio of assigned clients, triaging their needs, and acting as the first line of support for inbound requests. You will partner with multiple departments across the entire organization and will be responsible for closing out all outstanding requests.

Responsibilities include, but are not limited to:

• Forge a strong relationship with your client(s) for whom you will own all aspects of the relationship and be their day-to-day contactClick or tap here to enter text.
• Serve as a project manager to deliver a superior on-boarding experience; review guidelines & set expectations of services within the agreed upon time period, typically 24-48 hours after contract execution
• Ensure client goals are met through proactive management and optimization which includes regular client check-ins via telephone or electronically
• Effectively manage client retention and satisfaction
• Provide on-going support for clients through the initiation and/or coordination of tasks across various divisions within the company
• Prioritize and respond promptly to customer requests and resolve issues in a timely, professional and efficient manner
• Coordinate delivery of reporting to clients as needed. Update client records and maintain internal systems
• Facilitate resolution of client service issues by clarifying issues/concerns, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and following up to expedite resolution
• Demonstrate flexibility to adapt to ever-changing business environment and varying priorities
• Provide feedback and recommendations to management by consistently collecting information and analyzing client needs based on weekly and monthly reports of service
• Contribute to Client Services team success by sharing best practices and proactively assisting other team members. Assist with internal training of new team members in the AAM role

Requirements

Requirements:

• Bachelor's degree required or equivalent work experience required
• 3+ years of collective experience in an Account Management, Customer Service, or Customer Success role required (preferably in a B2B environment)
• Proficiency with Microsoft Office (Word, Excel, Outlook)
• Excellent verbal, written, and interpersonal communication skills
• Self-starter with strong time-management and follow up skills
• Commitment to a high sense of urgency with an advanced level of detail orientation
• Ability to learn, understand, prioritize and communicate complex processes
• Must be proficient in problem solving, conflict resolution, data documentation, escalation, and analysis
• Must be able to manage / prioritize multiple tasks, work under pressure and be organized (attention to detail)
• Ability to work effectively in a team oriented and open environment
• Ability to manage multiple projects and meet deadlines

It is the policy of FCTI, Inc. to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.