Be a named point of contact and take ownership of service for a group of Thredd clients, ensuring their needs are met with high standards of service. Provide second-level analysis, investigation, and resolution for customer service requests related to card/transaction processing, electronic Point of Sale (POS), ATMs, and fraud. Advocate for clients, representing their requirements and needs within the organization to ensure alignment on new features or enhancements. Work closely with internal teams (Customer Care, Tech, and Product) and third parties to address root causes of issues and prevent future occurrences. Ensure clear, timely communication with both technical and non-technical stakeholders, adapting your approach based on the audience.

Problem-Solving & Incident Management

Resolve technical issues related to transaction processing, including fraud, chargebacks, 3DS, and other payment systems. Follow and adhere to incident management procedures, ensuring a...