Client Relationship Professional

The Client Care Analyst plays a critical role in delivering exceptional support to clients, ensuring their needs are met with timely and accurate responses.

This is a mid-level professional position requiring progressive responsibility as experience grows.

Responsibilities:

• Manage client inquiries through multiple support channels, including chat, phone calls, and emails.
• Oversee activities and support implementation processes for digital initiatives, ensuring operational issues are resolved for clients.
• Apply best practices and leverage automation tools to exceed client expectations.
• Utilize AI-powered platforms and automation solutions to streamline case handling, reporting, and documentation processes.
• Handle moderately complex problems of diverse scope by identifying appropriate courses of action and coordinating with internal resources.
• Address and resolve client inquiries, requests, and concerns using case management tools and AI-enhanced knowledge bases.
• Coordinate input from clients and internal teams to expedite resolution and ensure optimal performance of products and services.
• Perform work with a high degree of excellence, meeting established service level objectives.
• Ensure efficient and timely documentation processes for audit readiness.
• Maintain a high level of compliance in managing sensitive data.
• Supervise the maintenance and updating of documentation repositories.
• Identify and implement improvements in forms, documentation, user guides, training materials, processes, and hand-offs.
• Recognize trends in inquiries and operational pain points to recommend process improvements and client training opportunities.
• Deliver timely and accurate monthly reports to global and regional stakeholders.
• Build and maintain positive working relationships with clients and internal stakeholders.
• Collaborate with cross-functional teams to ensure adherence to software development methodologies.
• Execute manual and automated tests to validate software functionality, performance, and reliability.
• Take the initiative to resolve problems and meet deadlines, collaborating with internal teams.
• Stay current on new rules, products, services, and industry/technology trends.
• Develop comprehensive knowledge of supported products and services.

Qualifications: Bachelor's degree with 3–5 years of relevant work experience, preferably in the payments industry.

Extensive experience in client support via email, phone, chat, and virtual presentations.

Solid understanding of payment systems or similar payment flows.

Working knowledge of systems, including authorization, clearing, disputes, rules, and processing platforms.

Expert-level familiarity with payment industry terms and standards.

Strong grasp of the Software Development Life Cycle (SDLC).

Hands-on experience with software testing practices.

Understanding of data structures and ability to perform basic data queries.

Experience using or supporting AI-driven tools and automation platforms.

Ability to identify opportunities for automation and implement or support AI-based solutions.

Demonstrated initiative in resolving problems and meeting deadlines independently.

Creative thinker with a willingness to take smart risks and propose innovative solutions.

Strong client-centric mindset with relationship management, strategic thinking, and problem-solving skills.

Ability to proactively identify processing efficiencies, service change needs, and system enhancement opportunities.

Proven organizational, conceptual, and logical problem-solving abilities.

Excellent time management, planning, and multitasking skills under strict deadlines.

High aptitude for setting priorities, influencing stakeholders, and managing expectations.

Demonstrated success in client relationship management.

Proficiency in Microsoft Office tools.

Flexibility to support 24x7 operations as needed.

Excellent verbal, written, and interpersonal communication skills.

Mastery of the English language and other foreign languages if required.