Technical Business Communications Analyst

What We Need

FLEETCOR is currently looking to hire a Technical Business Communications Analyst within our Payments division. This position falls under our Corporate Payments line of business and is located in Brentwood, TN. This position is responsible for processing invoices and managing payment status requests. Other responsibilities include cross-training in other Accounts Payable positions and assisting with updating AP documentation.

How We Work

As a Technical Business Communications Analyst, you will be expected to work in a Hybrid environment. FLEETCOR will set you up for success by providing:

• Assigned work office/full, home office set up.
• Company-issued equipment.
• Formal, hands-on training.
• Monthly home internet stipend.

Role Responsibilities

The responsibilities of the role will include:

·        The Operations Analyst - Corporate Payments is responsible for the management of the business helpdesk function within Corporate Payment Operations

·        This person has both customer-facing and IT-facing responsibilities and must be able to maintain a rigorous process for high-severity issue resolution

·        Primary responsibility will be to work with both our IT and business functions to deliver consistent and timely insight into customer-facing issues

·        Monitor critical file and web service activity for key customers

·        Work with App Support to diagnose the issue and get it into the hands of the right IT team

·        Act as a central connection between CP Operations and IT for Service 1 and 2 issues - IT only has to keep this team updated - they will disseminate information/updates to key leadership and to customers

·        Monitor resolution SLAs and escalate as required

·        Create and manage reporting of issue resolution performance

·        Communicate with technology partners when outages or processing issues impact their process

·        Create customer-facing RCA (Root Cause Analysis) documentation (based on internal IT assessment)

·        Phase 2: Monitor resolution of Service 3 issues according to internal SLAs

·        For FLEETCOR, these product extensions can increase our share of wallet with existing customers and can increase our products' appeal and applicability to previously-unserved customer segments (e.g., non-toll urban dwellers)

Qualifications & Skills

·        Bachelor's Degree required

·        5+ years of experience in managing a similar function and/or 2-3 years of experience within the Commercial Card space

·        Must be an independent, self-starter capable of working through matrixed relationships in management

·        Must possess exceptional verbal and written communication skills

·        Demonstrated ability to work calmly in a fast-paced environment while effectively managing multiple responsibilities

·        Must possess strong analytical skills

·        Must be able to effectively translate a technical description of issue status and/or root cause analysis to business language that a customer can understand

·        Must be able to communicate with senior leadership teams, both technical and business, from both the internal team and the customer

Benefits & Perks

• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes