Client Relations Analyst

  • Amherst, NY
  • Full-time

Company Description

Firstsource is an innovative provider of customer-centric business process services. With a network of 48 delivery centers spread across US, UK, Philippines, India and Sri Lanka, Firstsource provides services to organizations in the Healthcare, Communication, Publishing, Banking, Financial Services and Insurance industries. The company’s services – Customer Management, Data Processing and Collections – complemented with best-of-breed processes, intellectual property (IP) assets, and quality of service help clients not only improve customer satisfaction but also reduce operational costs, record process improvements and more importantly focus on core competence.


Job Description

Basic Purpose and Function:

Responsible for providing effective customer service for internal and external customers by processing exceptions, performing client reporting and file processing and resolving system inquires.

Specific Duties and Responsibilities:

  • Provide timely and accurate information to incoming client requests via toll-free number or email
  • Process all electronic and written correspondence as required by client
  • Report settlement, bankruptcy and reopen account information as required by client
  • Photocopy and file customer correspondence as required by client
  • Process electronic client files and activate new account placements
  • Review internal/external customer requirements and clearly define & communicate them to service providers & vendors
  • Assist internal/external customer in accessing information, troubleshooting problems and resolving system inquiries

Other duties as assigned or needed


Minimum Skill Requirements:

  • Knowledge of Microsoft applications
  • Telephone Skills [after training]
  • Knowledge of client reporting, exception processing and file processing requirements
  • Knowledge of the CUBS Application System [after training]
  • Knowledge of ftp software products [after training]

Preferred Qualifications:

  • One year of customer service experience
  • Ability to handle and prioritize multiple task simultaneously
  • Detail oriented
  • Computer and/or data entry experience
  • Knowledge of Firstsource’s Policies and Procedures
  • Strong communication skills [verbal and written

Job Relationships:

  • Contact with all employees of the company. 
  • Contacts outside the company with entire client base as required by job responsibilities/duties.

Additional Information

All your information will be kept confidential according to EEO guidelines.