Senior Service Manager

Vantiv is making payments smarter, faster, and easier for all our partners, as well as the consumers they serve. From the largest retailers in the U.S., to the coffee shop down the street, we are leading the transformation in payments through chip-enabled cards, mobile wallets, eCommerce, and technology solutions to businesses of all sizes.

Provide and maintain a world-class client experience to Vantiv's Enterprise Merchants, applying the most advanced principles and concepts. Lead service management activities for assigned clients. Build relationships with client contacts. Manage the operational component of Merchant relationships including technical escalation, effective oversight of projects and implementations, account boarding, custom reporting needs, and maintenance of internal Vantiv tracking and reporting systems. Utilize advanced knowledge of internal and industry resources, systems, and applications to research and resolve issues.

* Serve as main point of contact and for the Merchant, keeping Enterprise RM counterpart and management apprised of key issues * Daily processing, settlement and interchange qualification issues and optimization * Vantiv Direct/iQ reporting systems, including user set-up, training, problem resolution * Chargeback reporting, research and resolution * Compliance tasks and issues, including PCI, ROC, quantification of Merchant impact * Location maintenance following initial conversion * Manage and optimize daily workflow to ensure efficient and timely responses, utilizing Relationship Management Associates and Strategic Support teams * Develop strong working relationships with assigned clients and internal Vantiv teams * Assist Enterprise RM in the preparation of Merchant account review materials, creating a full picture of the Merchant's costs; may participate in business reviews to learn about clients' strategic direction as well as gain a good understanding of the products and/or services Vantiv is offering * Work closely with the Merchant RM Management Team to accomplish departmental goals while sharing ideas on new techniques to improve products or services * Assist management to complete, maintain, and update departmental procedures * Conduct regularly scheduled status calls with client to discuss important key service topics, to review projects in clients queue and to discuss available service offerings * Review invoices and conducts periodic billing reviews, ensures credits, write-offs and payments generated by issue resolution matters are properly applied * Identify additional opportunities to provide more products, services or other resources to customer and refers to Enterprise RM * Effectively communicate with all levels of technical and non-technical personnel * Ensure that team properly utilizes Vantiv solutions for supporting and tracking client activity * Work independently with only administrative supervision and the ability to overcome major obstacles and recognize early when issues should be escalated or a senior peer needs to be consulted * Provide project support leadership; assumes responsibility for implementation projects when all business requirements are signed off by Merchant and Enterprise RM * Request proper resources and drives projects for non-revenue generating projects, utilizing implementations and initiating projects requests as necessary * Assume additional responsibilities and tasks as directed by Management Team

* Four-year degree preferred * Minimum of 2 years experience in the Payments industry, or a minimum of 5 years payments or related financial services processing industry experience * Requires a highly engaged, self-reliant individual with outstanding organizational, interpersonal and technical skills * Ability to effectively communicate both verbally and in written form in a clear, concise, and professional manner with all levels of technical and non-technical personnel * Requires good working knowledge of Vantiv systems with extensive proficiency as well as the industries in which Vantiv competes for business * Ability to handle projects as well as understand and apply concepts * Ability to analyze and negotiate complex processes and issues using learned techniques and tools * Requires human relations, negotiation and strong documentation skills * Team skills, including the ability to establish and maintain effective working relationships both internally as well as externally * Flexibility, versatility, dependability * Reacts to change productively and handles other essential tasks as assigned * Completed technical, and Service Management training classes as dictated by Management * Proficient using all Microsoft Office applications * Customer care or client management experience - a plus