Manager - Customer Service (Internal Leasing Department)

Manager - Customer Service

(Internal Leasing Department)
026FL10600275

First Data Merchant Services Group

Coral Springs, Florida 33065

40 hours per week First (Days)

8:30am-5:30pm Mon-Fri

Equal Opportunity Employer - Affirmative Action W/M/D/V

 

 

 

Many of you do business with First Data everyday, although you may not realize it. Whether you?re writing a check at the gas station, using your debit card to pay for groceries, buying a book online, paying for dinner with your credit card or using a gift card to purchase something special.  Every second of every day, millions of people around the world are able to engage in all types of transactions thanks to First Data and its approximately 3.5 million merchant and retail locations, 1,400 card issuers and millions of consumers. With more than 30,000 employees worldwide, First Data provides credit, debit, smart card and stored-value card issuing and merchant transaction processing services; Internet commerce solutions; money transfer services; money orders; check processing and verification services throughout the United States. First Data also offers a variety of payment services in the United Kingdom, Australia, Canada, Japan, Mexico, Spain, the Netherlands, the Middle East and Germany. Its Western Union? and Orlandi Valuta money transfer networks include approximately 202,000 agent locations in more than 195 countries and territories.

 

 

SPECIAL NOTICE: Many departments are security sensitive and may require any or all of the following for employment: employment/educational references, fingerprinting, criminal background check, credit check and/or drug testing. Our advertised posting dates are estimates based on current business projections. We reserve the right to close and remove job postings at anytime. Once a job posting has been closed and removed, applications will no longer be accepted. To apply for this position:
Current First Data Employees: All employees should apply through our internal posting site to be considered as an internal candidate. To ensure you are evaluated thoroughly for this position, please copy and paste your complete resume into the online application.
External Candidates: To ensure you are evaluated thoroughly for this position, please complete the online application (found at http://www.firstdatajobs.com) A completed First Data application is required of any applicant we hire. The application may take 30 to 45 minutes to complete.

First Data is an Equal Opportunity Employer and supports a drug free workplace.

 

Mgr - Cust Serv

Please reference code 026FL10600275 on all resumes and cover letters!

Position Description

?  Job Duties:

Provides day to day oversight over customer care team

?  Ensures that all merchant issues and inquiries are properly and accurately attended to and all necessary comment updates are entered in to Infolease system in a timely manner

?  Ensures adequate levels of training are provided in lease processing, general leasing customer care issue, systems and procedures o Insures adequate level of staffing for seasonal projects and national coverage

?  Provides regular reporting on unit productivity, personnel productivity, call volumes etc

?  Handles escalated inquiries and issues presented to the department by external and internal customers

?  Complex calls support or calls that require management level of authority to resolve

?  Manages daily process to include assuring quality standards are maintained, processing deadlines are met, and any processing changes are implemented

?  Daily, weekly and monthly productivity and quality control reporting

?  Develops customer care policy and procedures manual for the organization.

?  Responsible for any fee income targets set

?  Responsible for analysis of customer calls and resolutions, and for recommending business changes that might improve long term customer satisfaction

?  Responsible for the development, communication and implementation of a new after sale insurance program

?  Training of all staff

?  Creation of measurement o Program implementation

?  Ongoing program support and improvement

?  Reporting against established goals

?  Develops policy and procedures for daily processes related to contract life cycle management: Checklogs, lockbox services, ACH, first payment defaults, and coordinates with collections and recovery.

?  Daily account updates

?  Lease assumptions

Candidate Requirements:

?  Strong Infolease knowledge and working knowledge of Centre-VU reporting is required.

?  5-7 years of experience in customer service and support operations in a leasing company is required Ability to work independently and to thrive in a fast-paced multi-task environment

?  Good production and staff management skills;

?  Ability to analyze projects and make recommendations for improvements on an on going basis

?  Excellent communication skills

?  Excellent interpersonal skills and the ability to interact with all levels of management

?  Proficient in MS office product suite.

?  Experience in FDMS processing platforms and systems helpful.