Customer Success Analyst

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.

TITLE: Account Support Analyst 
GRADE: 8
LOCATION: Belgrade

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
 
Account Support Analyst is responsible for serving as a point of contact for client interactions providing customer specific analysis, leading to improved service fidelity and customer profitability.
 
This position is responsible for Customer Escalation Management, AR/LOAR, Customer Business Reviews, Internal NCRA Stakeholder Management and Generating Reports on Customer Performance.
Specifically, position maintains working relationships with all client operation and service delivery teams.
Position requires a thorough understanding NCRA systems, operations and policies, and customer contract specifics that are used to resolve customer problems.
Works cross-functionally to help clients continue to achieve superior operational performance.
 
Responsibilities include:

•    Assisting and working alongside Customer Services Director, Executive Service Managers and Senior Service Analysts
•    Reading, understanding and interpreting contractual agreements between NCRA and our clients; Ensuring contractual terms and conditions are executed in account lifecycle
•    Revenue Assurance – ensuring customers are billing correctly and timely, enhancing customer satisfaction with the overall process
•    Entitlement Accuracy – assuring all items for a customer are properly coded and receiving proper coverage for covered items in lifecycle
•    Preparing standard and custom reports and ensuring SLA and other metrics are presented accurately, Communicating specific SLA (Service Level Agreement) requirements to specific locations.
•    Ability to resolve customer issues and/or escalate issues to process or tool owners
•    Ensuring customer data integrity for service delivery, billing and reporting.
•    Ability to quickly determine next steps in problem resolution process, involving the necessary internal parties and timely updating the customer on the progress.
•    Managing client expectations and service requirements.
•    Attending vendor and customer meetings when required.
•    Ensure that the customer uses the proper primary escalation contacts/processes within Services
•    Works with customer help desks on specialized activities when normal NCR processes are failing
•    Other job-related duties as assigned.
 
  
Basic Qualifications:

•    Minimum of BA/BS or relevant experience in analytical/customer services role.
•    Proficient English Level (both verbal and written).
•    Needs to be available for all US Time Zones to coordinate with Customers and Account team. May need to adjust as account responsibilities dictate.
•    Excellent communication skillset to interface directly with external customers and internal NCRA parties. Analytical and/or technical experience, preferably within NCRA Services.
•    General computer skills required; Microsoft Word/Excel proficiency
 
Specific skills & proficiency level:

•    Ability to work in a fast-paced environment and multi-task. Good time management and organizational skills
•    Ability to identify and resolve issues with a sense of urgency
•    Knowledge of PowerBI queries, Oracle systems, NCDM, MACC, Invoice Engine and other applicable systems
•    Detail oriented
•    Willing to work non-standard business hours as required by customers
•    Works well under pressure
•    Team player – ability to work with colleagues in multiple locations

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Company Benefits:

• Private Health Insurance

• Employee Referral Bonus Program

• Wellbeing Resources

• Baby Bonus

• Life, Accident & Disability Insurance

• Numerous opportunities for internal career pathing and advancement

• Discounts for employees at NCR Atleos partners
   

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

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Statement to Third Party Agencies

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