FCTI, Inc.

Client Services Representative

• Provide advanced analytical and client support functions to ensure successful management and performance of assigned terminals.
• Serve as a subject matter expert, partnering with internal departments to identify operational trends, resolve issues, improve performance, and support strategic initiatives.
• Monitor and analyze operational performance across assigned terminals.
• Review data, reports, and trends to identify underperforming locations, operational risks, and opportunities for improvement.
• Manage all vendor agreements, including service-level agreements (SLAs) and service standards.
• Measure vendor performance through development, implementation, and monitoring of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Conduct root cause analysis and recommend corrective actions to improve performance and reduce operational disruptions.
• Manage and maintain reporting tools, dashboards, and tracking documents to ensure data accuracy and timely communication.
• Collaborate with internal departments to resolve escalated issues and ensure service-level expectations are met.
• Lead follow-up efforts on outstanding action items, operational exceptions, and client requests.
• Support portfolio management activities, including performance reviews, forecasting, and strategic recommendations.
• Assist with the development and implementation of process improvements, reporting enhancements, and operational best practices.
• Provide guidance and support to team members by sharing knowledge, assisting with complex issues, and promoting operational consistency.
• Participate in special projects as assigned.

Senior Client Services Specialist

• Independently managing a portfolio of assigned clients
• Triaging client needs and acting as the first line of support for inbound requests
• Partnering with multiple departments across the entire organization
• Closing out all outstanding requests
• Ensuring client goals are met through proactive management and optimization, including regular client check-ins
• Providing on-going support for clients through the initiation and/or coordination of tasks across various divisions within the company
• Coordinating delivery of reporting to clients as needed
• Updating client records and maintaining internal systems
• Facilitating resolution of client service issues by clarifying issues/concerns and expediting resolution
• Demonstrating flexibility to adapt to ever-changing business environments and varying priorities
• Providing feedback and recommendations to management by consistently collecting information and analyzing client needs

Senior Client Services Specialist

Client Services Associate