PAI offers ATM portfolio management services second to none. Our mission is to make the management of ATMs easy and efficient, and by extension, the access to cash for consumers reliable and within an arm’s reach. PAI delivers tools and services for ATM portfolio owners & operators—retailers, financial institutions, and independent operators/ISOs. The combination of our proprietary portfolio management tools with the services of our Vantage business delivers value in the form of increased performance at significantly lower unit costs. Job Title FI Customer Sucess Specialist Job Description GENERAL SUMMARY: Payment Alliance International is looking to hire an FI Customer Success Specialist who will manage our host-driven ATM customers and ensure that their needs are met. This person will take customer calls and respond to emails pertaining to any requests, issues, new equipment/service orders, or other needs of the customer. This position will be responsible for establishing and building customer relationships to promote customer retention and loyalty. This person will need to have a combination of business acumen, communication skills, and technical knowledge to understand problems or requests to ensure a positive outcome for both the customer and the business. ESSENTIAL DUTIES AND TASKS: Take calls and emails from customers either direct or via call center queues Setup meetings with customers and other employees to address customer requests or issues Retrieve and organize reports for customers when needed Communicate with vendors that interact with customer services and solutions Place orders for new equipment and services for ATMs Provide technical assistance for host-driven ATMs and services Utilize escalation paths for complex issues or other needs that are beyond the scope of duties performed Use service portals (websites) to manage account changes and customer requests Manage BIN update requests and work with internal departments/vendors to update upon request Track problems and provide regular updates to customers/leadership when necessary KNOWLEDGE, SKILLS & ABILITIES: The competencies required for success in the Compliance Manager role include: Action-oriented: Enjoys working hard: is action oriented and full of energy for things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others. Informing: Provides the information people need to know to do their jobs and feel good about being a member of the team, unit, and/or the organization; provides individuals information so that they can make accurate decisions; is timely with information. Planning: Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results. Time Management: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets ore doe in less time than others; can attend to a broader range of activities. Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything. MINIMUM QUALIFICATIONS: High School Diploma required, bachelor’s in business administration or accounting preferred. Experience will be considered as a replacement for college degree Two years or more of customer service experience required Three or more years of experience in the ATM or Merchant Services industry preferred Host-Driven ATM equipment and/or services preferred Call support technical experience a plus Working knowledge of Microsoft Office, Word, & Excel Capable of reading technical manuals preferred Travel required COMPUTER / APPLICATIONS SKILLS: Microsoft Office Suite to include Outlook, Word, and Excel Ability to learn other software programs quickly Working knowledge of PAI Reports with some experience running reports is a plus WORKING CONDITIONS: This work is performed in a business office setting. The working environment can be distracting due to noise. Must be able to see, hear, speak and listen. Must be an excellent listener. Constant moving (up/down/around the office area) to address questions and provide coaching. Continuous looking at a computer screen. Daily contact with management and with co-workers. Work can be stressful and requires a calm, patient demeanor. Lifting of 10 pounds or less, which can be accommodated. SUPERVISORY / MANAGEMENT DUTIES: This employee is not responsible for managing others. A combination of education, training, and experience may be substituted when competency in the role is demonstrated. Successful performance on pre-employment tests may be required. Position requires successfully passing a drug test prior to hire and upon any accident / incident or discharge of firearm while on duty. Reasonable accommodation may be provided for those who are able to perform the essential duties of the job. The candidate must be able to maintain complete confidentiality of any information he/she encounters. PAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training. The company reserves the right to revise and alter this job description as needed. About PAI Every employee in our organization has a specific role to play in the delivery of services to our customers and we empower our employees to do what it takes to meet the needs of the customer. Employees have the opportunity to work on a variety of projects and teams, including newly developing products and services, and be at the forefront of the industry. Working at PAI includes having meaningful work, a talented group of peers to partner with and learn from, and a culture that supports development, growth and a bit of fun! What’s Next? Thank you for considering PAI, a subsidiary of Brink's, as your next employer. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature. Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at PAI. Like our Facebook and Instagram page or follow us on Twitter. PAI/Brink’s is an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information or history or any other characteristic protected by law. PAI/Brink’s is also committed to providing a drug free workplace. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Come join a team where you can learn and grow! PAI/Brink's is an equal opportunity employer and is fully committed to providing unimpeded access to the application/hiring process for all qualified applicants. If you are in need of reasonable accommodation with regard to access or completion of this or any stage of the PAI’s application/hiring process please contact michelle.bell@gopai.com for assistance. See the “Equal Employment Opportunity is the Law” poster at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf