Senior Client Services Specialist

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FCTI, Inc.

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51 - 200 employees

FCTI provides advanced ATM operations service and technologies. Our advanced ATM marketing, branding and operational functionalities provide financial institutions, hospitality, travel centers, convenience stores and retailers with greater opportunity to connect and engage with their cardholders and customers - through The Next Generation of ATMs.

📋 Description

• 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.

🎯 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.