Manager I, Customer Service Operations

Overview

When you think of InComm Payments, think of Innovative Payments Technology. We were founded over 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 3,000 employees in 35 countries around the world. We own over 400 global technical patents and a network that includes over 525,000 points of retail distribution that points to our industry expertise.

InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world’s leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity, and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future.

You can learn more about InComm Payments by visiting our Website or connecting with us on LinkedIn , YouTube , Twitter , Facebook , or Instagram .

About This Opportunity

Do you have a passion for customer servicing? Are you a loyalty servicing guru? Do you love working with clients to deliver the best in customer experience and develop and launch servicing enhancements?

InComm Incentives seeks to help our clients create innovative and differentiated loyalty solutions to enhance their relationships with their customers and we are looking for someone to join our Servicing Team. This position is a highly visible role leading the servicing relationships for our largest partners and developing the next generation of servicing InComm Incentives will provide to existing and future clients.

• Some travel is required -
• Vendor visits possibly 2 times a year per vendor
• Meetings and/or training
  

Responsibilities

• Lead day-to-day customer servicing relationship for some of InComm’s largest bank partners
• Oversee management of client's servicing, working closely with service partners, client management and operations to ensure best servicing for clients
• Partner with client management to implement enhancements/programs to help clients drive growth in their loyalty program
• Work extensively with client management, technologies and operations to prioritize and deliver technology enhancements and platform changes
• Provide reporting and analysis on both a client and platform level that provides insight into performance and trends
• Manage forecasting process for call volume
• Oversee complaint tracking and resolution management
• Lead/assist on special projects as needed
• Manage one direct report
  
  

Qualifications

• Bachelor’s Degree with a minimum of 4 years of practical experience preferred
• Call Center experience
• Excellent relationship management skills - proven ability to develop strong relationships with clients and vendors
• Strong problem-solving skills
• An ability to thrive in a high energy, constantly changing environment
• Strong project management skills and a passion and ability to get things done in a changing environment
• Excellent communication and presentation skills
• Strong excel skills and experience with data analysis a must
• Outstanding influence management skills with exceptional ability to drive results across a wide variety of business needs with internal and external partners

• Preferred Qualifications
• Knowledge of loyalty programs a plus
  

InComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

• This position is eligible for the Employee Referral Bonus Program - Tier III