Credit Card Support Supervisor

The Credit Card Support Supervisor is responsible for overseeing the day-to-day review, investigation and resolution of issues that arise from the usage of Single Use Credit Card payment system.  Issues that cannot be handled by the agent due to technical or procedural limitations will be escalated to Credit Card Support Supervisor and/or to FinOps UAT.  The Credit Card Support Supervisor will be responsible for monitoring and reporting on the Credit Card Support Team's productivity as well as the current state of pending and completed cases.  This position is also responsible for monitoring inbound call volume and managing staff scheduling appropriately.  The Credit Card Support Supervisor will perform professionally and will demonstrate sound judgment in addressing or escalating issues as they arise. THIS IS A DIRECT HIRE POSITION! Job Functions & Expectations: Operational Duties Fields hotel concerns related to credit card process and maintains vendor relations Handles cases escalated from CC Support Tier Assists on Card authorization amount increases over standard threshold Re-issues cards on uncharged bookings outside policy with Mgmt approval Communicates CC policies to CC Support Team and ensures adherence to same Monitors open cases within SalesForce to ensure adherence to stated SLA's Schedules support coverage for Team to make sure that stated hours always have the required staff Liaises with PSG regarding CC usage policies and instruction Assists FinOps Mgmt in supporting cases from major vendors (Wyndham, etc) Identifies areas for improvement within SUCC systems during the rollout & development phases Exercises sound judgment on behalf of Financial Operations using discretion with confidential and sensitive information Minimum Requirements:  Education:  High School Diploma (college courses/degree a plus) 2+ years of accounting or reconciliation experience with 1+ years experience with AP Recon 2+ years support and business relations experience Exceptional written and verbal communication skills with attention to detail. Strong organization skills Ability to work with minimal direction-alone or in team environment Knowledge of credit card and accounts-payable processes; international diversity a plus Ability to multi-task and meet deadlines in a high production environment Strong PC proficiency including, but not limited to, All MS Office applications.  Must be able to edit, improve and manipulate content/presentation in all products Exceptional typing/10-key proficiency is a plus 1-2 years experience in business to business oriented customer service. Experience with SalesForce or other customer service oriented tracking system