Business Service Representative Department: Client Services

We are seeking a detail-oriented and proactive Business Service Representative to join our Client Services team. The ideal candidate will be responsible for supporting client inquiries and system operations, including managing daily data reports, troubleshooting system errors, processing account access requests, and coordinating essential service maintenance and outage communications. This role is critical in ensuring data integrity, facilitating smooth client interactions, and providing vital support to account executives and internal teams through meticulous documentation and audit procedures.

What You’Ll Do

• Data & Report Management: Manage and upload daily data reports to Google Drive to prevent the reappearance of disputed tradelines. Review and verify client-submitted reporting files (e.g., Updates, Payments) for successful data processing, and coordinate with clients to correct and resubmit files as needed.
• Client & Technical Support: Act as the first point of contact for the support inbox, diligently monitoring, researching, and responding to all client inquiries related to billing, system errors, technical issues, and general reports.
• Account & Access Management: Process client requests for portal password resets and manage the setup of new login credentials.
• Internal Team Collaboration: Provide essential support to Account Executives by locating client contracts and API specifications (e.g., IDV, Fraudscan). Collaborate with internal teams to investigate and resolve client-reported technical errors.
• System & Service Coordination:
• Maintenance: Proactively communicate scheduled third-party system maintenance to all impacted clients.
• Outages: Respond to unplanned service outages within 10-15 minutes of discovery by creating and distributing outage notifications. Work closely with the development team to identify symptoms, determine the impact, and resolve the issue. Provide follow-up communication to clients, including root cause analysis upon request.
• Administrative & Technical Functions: Manage bi-weekly and monthly client file transfers. Create and manage Jira tickets for whitelisting IP addresses and setting up new SFTP sites for clients.
• Auditing & Quality Assurance: Conduct Quality Assurance on billing statistics by cross-referencing the DataX Control panel with executed client agreements to ensure accuracy. Participate in and support internal and third-party audits as required.

What experience you must have to apply:

• Bachelor’s degree in business admin or equivalent work experience.
• B2 or higher proficiency in English (written and verbal).
• 1+ Year of experience using Google Workspace (Drive, Docs, Sheets) for data management and collaboration.
• 1+ Work experience in regulated industry (Banking, Finance, compliance or investment services, etc.)
• 1+ experience in a client-facing technical support or operations role.
• Flexibility to work overtime and be on-call as required by the business, particularly during critical periods such as project deadlines, month-end, and quarterly closings.

Internal Candidates must have as well:

• Minimum one year of tenure in their current position.
• No active disciplinary actions within the last three months prior to and during the recruitment process.
• Must not be on a Performance Improvement Plan (PIP).
• Consistently meeting or exceeding performance metrics in current role.

What could set you apart

• Demonstrated effective communication skills.
• Great time management and organizational skills.
• Demonstrated experience with ticketing systems, such as Jira.
• Familiarity with SFTP protocols and file transfer processes.
• Strong analytical and troubleshooting skills with a proven ability to investigate and resolve complex issues.
• Excellent organizational skills and a high level of attention to detail, especially when working with data information.
• Ability to communicate complex technical information clearly and concisely to both technical and non-technical audiences.

Primary Location:

CRI-Sabana

Function:

Function - Customer Service

Schedule:

Full time