Position Description Overview
OA is responsible for efficiently, effectively, and
completely resolving the caller's inquiry. The advocate will also
assist other advocates and representatives in resolution of their
callers? inquiries. The advocate communicates with bankers, sales
representatives, Relationship Managers, and merchants. `They will be
responsible for both inbound and outbound calls, as well as written
communication. They will work with complex, urgent, and escalated
issues. They will build relationships with their contacts. The advocate must have a strong understanding of
merchant processing and be able to quickly and consistently stay
abreast of new products, services, and programs.
- Assures client satisfaction by maintaining overall operational relationship for clients. Identifies, analyzes, researches, and resolves inquiries on operational aspects of the business. Acts as consultant to help achieve optimum sales, new account productivity, profit, and goals. Provides ongoing relationship development through proactive efforts, including outbound calls to clients, in order to increase revenue retention. Ensures complete and prompt resolution for moderate to complex operational inquiries from clients directly and other areas within First Data. Identify cross sales opportunities and facilitating implementation and activation. Analyzes and monitors the Client’s processing environment to identify and implement solutions that create operational efficiency and/or cost savings. Creates and maintains accurate and up to date Client profiles to include contract information, communication logs, and product matrix. Manage commission/residual reports and adjustments for assigned relationships. Provides Client education and training as required.