first data - job details

Skip to content

Follow Our Openings:

LinkedInTwitter

Subscribe to RSS

Need Help?

US/Canada: 1-888-348-4835, option 1International: +1 402-777-1900

Email: [email protected]

R▬▬▬▬▬▬▬▬R▬▬▬▬▬▬▬▬R▬▬▬▬▬▬▬▬£ Home Search

openingsSearchresults

Jobdetails

Help

Job details

Job 1 of 1

Apply to job Save to cart Post to my Social Network(s)

Requisition No. 32052BR

Job Title Case Management Analyst

About First Data First Data is a leading provider of payment solutions for financial institutions and merchants aroundthe world. With over 42 Billion merchant transactions annually and nearly 750 Million credit/debit cardson file, First Data powers the payments value chain in over 80 countries across the globe. We areproud of our extensive customer relationships supporting over 7,000 financial institutions and thelargest merchant distribution network in the industry with over 1,200 partners servicing merchantslarge and small.

Our 25,000 employees are industry experts helping businesses simplify payment processing andimprove the customer experience with our broad portfolio of solutions, including: Credit and Debit cardissuing and acquiring, STAR® PIN-Debit Network, Point of Sale Terminals and deployment servicesvia our subsidiary, TASQ Technology, Gift Card and Loyalty Solutions, TeleCheck® Electronic CheckAcceptance Services, MoneyNetwork® Payroll Distribution, eCommerce and online banking solutions,world-class security services like our new TransArmorsm STAR® CertiflashSM Solutions, and more.

First Data. Beyond the Transaction.

Business SegmentOverview

First Data’s International division is a leading provider of payment solutions for financial institutionsand merchants worldwide. With more than eight billion transactions annually and more than 70 millioncard accounts on file outside the U.S., First Data powers the payments value chain across the globe.We are proud of our extensive customer relationships supporting clients around the world with officesin 34 countries.

We help businesses simplify payment processing and improve the customer experience with ourbroad portfolio of solutions, including: credit and debit card issuing and acquiring, point of saleterminals and deployment services, gift card and loyalty solutions, eCommerce, information andanalytics solutions, card production and mailing, mobile solutions and more.

Job Description The case management analyst role is diverse and varied with the primary responsibility of governingand repor ng on the internal incident management process within First Data’s customer facingteams. This includes but is not limited to the monitoring and analysis of incident genera on andresolu on trends with the view of formula ng recommenda ons and developing appropriatemanagement strategies to minimise incident impact to customers. The analyst role is required towork with all areas of the business to ensure our customer’s needs are being meet on a day to daybasis.

The case analyst role is required to provide a erhours support on a con nuous basis and the FirstData on‐call allowance policy applies to this posi on.

Job SpecificResponsibilities

· Represen ng to the Contact Centre within the change management process

· Coordina ng Contact Centre Post implementa on support requests for projectimplementa ons

· Reviewing all TOA documents capturing impacts to the normal delivery of services the ContactCentre provides.

· Analyses propensity of contact for retail merchants and develop review and implementstrategies to reduce

· Develop and implement event and impact repor ng for the Contact Centre

First Data - Job details https://sjobs.brassring.com/1033/ASP/TG/cim_jobdetail.asp?SID=^1vB...

1 of 3 14/02/2014 11:17 AM

· Assist team in managing day to day task requirements.

· Promote and support the deployment of incident management processes to all internalpar es.

· Monitor and assist in the deliverables from Problem /Incident management reviews.

· Provide an internal escala on point for the management and communica on of priorityissues.

· Monitor client escala ons; assist in progressing to a mely and sa sfactory resolu on.

· Develop and maintain repor ng capabili es on current status of incidents, ac ons plans andpermanent correc ve ac ons.

· Develop and maintain repor ng on agreed internal Opera onal level agreements.

· Develop and maintain processes and procedures for internal customers to use whenescala ng incidents.

· Ensure sustainable document controls are applied to all team outputs.

· Recommend process improvements to increase efficiency of internal team incident processes.

· Review processes to ensure that they are best prac ce.

· Be part of on call roster to support internal priority incident management process.

· Assist in communica ng scheduled and unscheduled incidents to customers through exis ngcustomer interac on channels.

· Ad hoc du es as required to support internal teams.

· Promote a high standard of professional customer service delivery in all customer contacts

and support interac ons

· Analyse and provide trend repor ng on internal incident management performance with viewof improving resolu on me.

· Analyse and provide trend repor ng on client incident or request genera on view ofimproving first contact resolu on.

· Ability to proac vely iden fy and escalate or resolve possible issues impac ng clients.

· Be on call to provide communica on between technology teams and customer facingdepartments for all Priority 1 or 2 incidents, unscheduled outages to First Data coresystems and change failures impac ng products and services

· Provide single point of escala on for both technology team and client facing departments forall customer impac ng events outside core business hours

· Liaise with senior management on BCP ac ons and requirements

· As needed assist in the development and handling of communiqués to the media

CandidateRequirements

Behavioural Competencies: Refer to corporate leadership behaviour model for detailed informa onUnite as one team

· Teamwork and collabora onDrive for Results

· Drive for excellence

· Impact and influencing

· Self development

· Ini a veInnovate Everywhere

· Problem Solving

· Naviga ng changeUnrelen ng Customer Focus

· Customer Partnership

Key Skills Requirements:

Excellent wri en and verbal communica on skills.Proficient in use of Microso Office products.Strong technical comprehension.Strong a en on to detail and analy cal ability.Excellent me management skills.Nego a on skills.

· Clear understanding of Incident management procedures and methodologies.

· Ability to work under pressure and priori se effec vely.

· Ability to work effec vely with minimal supervision.

· Highly developed analy cal, repor ng and problem solving skills.

· Customer driven, focus on customer / user sa sfac on.

· Excep onal listening and interpreta on skills. The role requires the skills to accurately

understand both the content and context of the communica on

Ability to cope with a high level of environmental s mula on, both undesirable and beyond the

individual’s ability to completely control

PreferredQualifications Relevant degree or qualifica on preferred but not essen al ‐ IT, business,

telecommunica ons etc.


2 of 3 14/02/2014 11:17 AM

Experience or educa on in documenta on, repor ng and/or process‐wri ng is desirable.

· A knowledge and understanding of the payments industry are desirable.

Country Australia

State New South Wales

City North Sydney

Primary LocationAddress

NORTH SYDNEY-Level 9-168 Walker Street (I1005)

Job Function Customer Service / Call Center

Worker Type Regular Employee

Full/Part Time Full-Time

Apply to job Save to cart Post to my Social Network(s)

ContactCareers

First Data Privacy & LegalSitemap

© 2009-2011 First Data Corporation. All rights reserved.


3 of 3 14/02/2014 11:17 AM

first data - job details

Documents