Find your next role

Client Service Management, Analyst

At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. But that’s not all. Whether we’re leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like verification and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical gurus and high-performance application developers? We want to hear from you.

You will work within a team of analysts and senior analysts as a single point-of-contact for internal and external stakeholders, managing the intake of requests and changes across all Interac Corp. services in a complex, multi-vendor environment. With the primary goals to ensure seamless communication and timely fulfillment of requests. You will be responsible for the day-to-day management and support of Corporate Applications. In addition, you will work with in concert with the Implementations team to support the smooth transition and integration to BAU support for new customer onboarding and new or changed product and service implementations.

You’re responsible for…

• Building and maintaining positive relationships with stakeholders, including financial institutions, payment processors, and government entities, while ensuring customer satisfaction and balancing organizational interests.

• Supporting client service advisory groups.

• Monitor request intake and status, changes, and requests against SLAs using ticketing tools to provide professional guidance and support to stakeholders.

• Providing regular status updates to clients, performing follow-up and escalation if required to ensure target dates are met.

• Undertaking periodic reviews of information created and stored within system databases, including access control privileges of users.

• Acting as the single point of contact for managing the Settlement and discrepancy process, stakeholder communications, escalations to management.

• Work with Vendors, Partners or Internal stakeholders to ensure tickets and tasks are prioritized and completed within expected timelines.

• Coordinating with stakeholders to assess proposed changes, recommending to management, and managing changes from start to finish per Change Control Policies.

• Participating as required in the Change Advisory Board and supporting after-hours changes as required.

• Managing the reporting and billing requirements across all Products for Internal and External stakeholders.

• Conducting ongoing quality control monitoring and analysis and preparing appropriate management reports.

• Identifying, developing, leading, and implementing continuous improvement initiatives across all functions.

• Anticipate customers’ needs and participate in identifying solutions to proactively service these needs.

You bring...

• Have a university or information technology degree or equivalent combination of education and experience.

• You have 3+ five years of experience in IT management, support, or delivery.

• You have general knowledge of inbound customer service process flow in an IT technology environment.

• You have an understanding of Customer Care Management Principles and Service Level Agreements (SLAs).

• You can deal with all levels of the organization, plus external stakeholder organizations, including outsourced contractors, consultants and software vendors effectively and professionally.

• You foster team collaboration by motivating and inspiring team members

• You have excellent communication both verbal and written, are client-focused, customer-driven and have an ability to work under pressure.

• You are focused on continuous improvements and understand its importance.

• You are committed to legendary customer service (internal or external).

• You can manage multiple initiatives and priorities in a fast-paced collaborative environment.

• You have the interest and aptitude to quickly learn new tools and technologies.

• You are enthusiastic, highly motivated and detail-oriented individual,

• You are proficient with Microsoft Office Suite.

• You have strong organizational, analytical, planning, problem solving, interpersonal, listening, time management and conflict management skills.

• Eligibility to work for Interac Corp. in Canada in a full-time capacity.

Interac requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

• Canadian criminal record check;
• Public safety verification;
• Canadian ID cross-check;
• 5-year employment verification;
• Education verification; and
• If applicable, Credit Inquiry and Social Media Check

How we work
We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:

Connection: You’re surrounded by talented people every day who are driven by their passion of a common goal.

Core Values: They define us. Living them helps us be the best at what we do.

Compensation & Benefits: Pay is driven by individual and corporate performance and we provide a multitude of benefits and perks.

Education: To ensure you are the best at what you do we invest in you

Please be aware of certain individuals fraudulently using Interac Corp.’s name and logo to offer fictitious employment opportunities. Interac Corp. will never ask, solicit, nor accept any monies in exchange for employment opportunities. Any such offers of employment are fraudulent and invalid, and you are strongly advised to exercise great caution and disregard such offers and invitations.

Please note that under no circumstances shall Interac Corp. be held liable or responsible for any claims, losses, damages, expenses, or other inconveniences resulting from or in any way connected to the actions of individuals performing such fraud. Further, such fraudulent communication shall not be treated as any kind of offer or representation by Interac Corp. or its subsidiaries and affiliates.