TSYS Partner/Client Services Supervisor in Austin, Texas
Every day, the people of TSYS® and Netspend® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are "People-Centered Payments", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere — and for yourself — we may have the right place for you.
The Partner/Client Services Supervisor is responsible for critical operational tasks and responding to inbound requests coming from partner and client accounts through the partner services call center. The Partner/Client Service Supervisor will execute key operational tasks on behalf of NetSpend partners, clients, sales, account management and guide the work and activities of Partner Service Representatives. This position requires a flexible work schedule, with the initial schedule of 10-7 p.m. Tuesday through Saturday.
Responsible for oversight, management and task execution as it relates to multiple lines of business and products, policies and procedures 50%
Develop processes around assigned operational area
Implement and use proper controls to ensure processes are followed
Monitor metrics for performance in process area
Identify opportunities and develop projects to enhance existing processes, products and service
Responsible for overseeing a team of Partner Service Representatives 40%
Provide coaching, mentoring and feedback on quality and performance for Representatives
Perform regular performance evaluations
Provide training and development to team members
Provide on boarding to new team hires and new partners
Answer escalated partner/client service calls 10%
Experience in training, coaching, quality assurance is desired
Excellent oral, written and interpersonal communication skills
Extremely professional, personable and outstanding at communicating in a positive and effective manner
Must be a champion of superior Customer/Partner Service
Working knowledge of computer operation, including proficiency in MS Access, Word, and Excel
Ability to demonstrate strong organizational skills and multi-tasking abilities
Ability to prioritize workload and work efficiently with minimal supervision
Complete knowledge of all Partner/Client Services policies preferred
Bilingual (Spanish) preferred
Some college is preferred
As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws
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US Applicants:TSYS is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture. For more information about your rights, click here.
Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process. For assistance with reasonable accommodations needed to apply for a job, please contact the TSYS Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern Monday-Friday at +1.706.644.8747 or +1.877.644.8747 or email at PayandBenefits@tsys.com.
Outside of US Applicants:
TSYS is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics, found here.
The people of TSYS® and Netspend® are part of something bigger. We have the opportunity to touch millions of people and businesses each and every day - both a tremendous honor and a huge responsibility. We are known around the world for the passion and enthusiasm we bring to the business of payments.
TSYS team members are the best and brightest in the industry, with both the drive and ambition required in today's market. We have yet to find limits to what our people can accomplish together.
Our family of companies offers a wide array of careers in which team members can leverage their skills and advance their future, while helping TSYS succeed in delighting customers around the world. We want to help candidates find the right fit within the TSYS family and in the right location.
Visit our career sites for more information about TSYS and Netspend.