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Newark, DE 19713
First Data is a global leader in commerce-enabling technology solutions, serving more than six million business locations and 4,000 financial institutions in 118 countries around the world. Our 23,000 owner-associates are dedicated to helping companies, from start-ups to the world’s largest corporations, conduct commerce every day by securing and processing more than 2,300 transactions per second and $1.9 trillion per year. First Data is committed to staying at the forefront of our industry, and we are innovating a wide range of next-generation commerce technology solutions to help our clients better detect fraud, gain insights into consumer spending patterns and build customer loyalty. There are many exciting opportunities for talented individuals who would like to join our team and play a meaningful role in helping us shape the future of global commerce.
First Data’s Operations and Call Center functions are focused on providing the outstanding client service, support and experiences that are critical to our ongoing success. Our Operations owner-associates are responsible for the stability of our global network infrastructure by helping our financial institution clients with various aspects of transaction processing, including statement management, card production and ticket-issue resolution. Our Call Center owner-associates are often the first point of contact for our business clients, and they play an important role in driving client satisfaction. They are responsible for answering questions and resolving problems on a wide range of issues, including account activation inquiries, potential fraudulent activity and our full range of products and services.
Position Description Overview
Workflow Coordinators actively lead across functional areas and are responsible for the overall workflow process. Monitor processes for prioritization of workflow and resources based on volume, client procedures and service levels to achieve performance objectives. Conduct problem solving and analysis to resolve day-to-day operational issues. Conduct process audits weekly to provide quality feedback and ensure compliance with procedures. Gather and input required operational statistics for reporting to management. Perform job routines in the operation as required to meet deadlines. Assist Operations Supervisor to communicate process changes and operational requirements to team and ensure they are implemented. Assist Operations Supervisor with coordination and evaluation of training for new hires/transfers and in developing departmental schedules. This Lead position will also need Computer skills to help support Wausau ImageRPS and LCU functions. Focused on file transmissions and reconcilement.
- Lead a group by providing assistance with various operational activities. Provide guidance in troubleshooting problems. Resolve client issues and operational concerns, and escalate as needed. Address quality and productivity issues. May monitor systems to detect possible fraudulent behavior related to credit card useage and contact card holders to investigate possible fraud.
Scope of Job
Under general supervision coordinates work of team members. Has access to confidential information. Assists in the training of team members.
Handles most questions and problems independently, including escalated issues. Make decisions regarding products meeting quality standards; the prioritization of work to meet contractual service level agreements; and the resolution of team conflicts.
- High school diploma or equivalent. Basic PC skills required. 1 to 2 years previous machine and/or production experience preferred. Ability to function effectively in a team environment which includes flexibility, professionalism, and a willingness to help others.
- Measurement of Effectiveness
- Quality Management
- Internal Controls
- Fraud Management
- Budget Management
- Contracts Mgmnt & Admin
First Data is an Affirmative Action – Equal Opportunity Employer(Minorities/Females/Vets/Disabled/LGBT)
Job: Business Analysis
Title: Lead Operations
Location: Delaware-Newark-Newar-400 White Clay Centr Dr_
Requisition ID: 17000066