
Operational Support Specialist
Há 5 dias
Job Summary
The Screening Management Associate is a key role within our organization, supporting the VAS operations by monitoring client performance and addressing client care inquiries related to fraud screening and transaction management.
This position is part of the Client Care Risk Services team, ensuring timely, accurate, and professional responses to merchant inquiries while maintaining performance metrics and supporting internal reporting.
We are seeking an individual who can provide operational support across all Essentials products, guaranteeing clients receive consistent and effective assistance in utilizing these tools.
Main Responsibilities- Monitor and respond to client inquiries via designated channels within 24 business hours.
- Provide guidance on the use of VAS Essentials tools, focusing on functionality and tool navigation.
- Track and report on email response times and inquiry volumes using manual spreadsheets and internal tools.
- Evaluate complex or out-of-scope inquiries and escalate them to Cybersources Risk Solutions for resolution.
- Participate in regular business reviews and reporting cycles, including metrics such as average wait time and volume of requests.
- Maintain records of client interactions and submit performance summaries for quality assurance.
- Collaborate with internal teams to ensure compliance with our security and data handling standards.
This is a hybrid position, with expectations of days in office confirmed by your hiring manager.
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