Client Service Advisor
SIA Group is a European leader in the design, creation and management of technology infrastructures and services for Financial Institutions, Central Banks, Corporates and the Public Sector, in the areas of payments, cards, network services and capital markets, providing services to over 50 countries.
For our Operations in Greece we currently are looking for a Client Service Advisor in order to strengthen our Client Services Support Department.
The jobholder will be required to:
•Assuring client satisfaction by maintaining overall operational relationship for clients.
•Building strong partnerships with the Relationship Managers and other client support teams to align business objectives to meet the needs and service expectations of the Clients.
•Being primary or escalation point of contact for researching and resolving both internal and external issues.
•Providing ongoing relationship development through proactive efforts, including outbound calls to client Senior Operations Management, in order to increase revenue retention.
•Facilitating the Client communication and delivery process as it relates to association releases, regulatory changes, product/platform upgrades, fee revisions and system enhancements.
•Performing regular comprehensive systemic audits on Client portfolios to ensure optimum processing integrity.
•Consistently analyzes and monitors the Client’s processing environment to identify and implement strategies for operational efficiency and cost savings. May manage the overall incidence response process between the Client and SIA. This includes Monitoring and consolidating service level requirements to ensure compliance with Client specific Service Level Agreements (SLA’s).
•Communicating SLA performance levels to Clients and maintaining accurate and up to date documentation of the Client architecture, product utilization, and/or processing environment, and custom processes by utilizing appropriate systems and tools to track Client interactions.
•Working closely with the Project Team for Internal Strategic and Client specific projects and initiatives.
•Participating in business reviews and/or creating operational performance reviews.
•Assisting with the Client training process as it relates to platform applications, association releases, and product functionality, reports and processes.
•Coordination of small & medium scale projects
•Other duties as required and directed by management
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