Client Service Manager

Calling all innovators – find your future at Fiserv.

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Responsibilities:

• Responsible for the receipt and logging of all complaints, issues and problems received from merchants, partners and service providers via phone or email.
• Manage and close assigned cases and complaints within defined service levels.
• Provide third level technical support to merchant, partners and service providers and drive the resolution of these technical issues with key stakeholders.
• Provide support for complex transactions, settlement and merchant structure to partners and service providers and drive the resolution to assist and educate key stakeholders.
• Provide timely adhoc and scheduled reporting to internal and external stakeholders to assist with; data integrity initiatives, internal and client projects, existing book merchant profile, terminal listings, invoicing and resolving complaints and issues.
• Run root cause analysis initiatives in conjunction with people leader to proactively identify and resolve issues.
• Provide regular updates to clients on the progress of queries, requests, issues and complaints.
• Proactively contact client groups and continue to improve the relationship with those clients.
• Responsible for accuracy of communication, data and reports provided to clients.
• Provides education and training as required to stakeholders and partners.
• Respond to merchant feedback from Fiserv initiated surveys. 
• Prepare and chair governance, operations or client meetings, where applicable
• Activities to ensure achievement of individual and business KPI’s.
• Adherence to Fiserv policies and procedures.
• Where applicable; follow-up/responding to merchant satisfaction surveys to address concerns, resolve issues and to ensure that the merchant is being provide an exceptional level of service.
• Where applicable; identify merchant interactions with Fiserv to assist with identifying any potential issues or concerns and proactively reach-out to gauge their Fiserv service experience.
• Where applicable; identify unsatisfied or potentially unsatisfied Fiserv merchants to identify drivers or motivations to retain/maintain their business.
• Follow-up/responding to merchant satisfaction surveys to address concerns, resolve issues and to ensure that the merchant is being provide an exceptional level of service.
• Where applicable: raise and manage daily incidents that impact white label Fiserv products. This includes identifying and assessing impacts, providing communicating and assisting with timely resolution.
• Raise inconsistencies and problems with business processes and lead/participate in the problem resolution.
• Assist in developing and writing policies and procedures, as required.

What are we looking for?

• Excellent customer service skills.
• High attention to detail
• Advanced verbal and written communication skills
• Ability to articulate complex technical resolutions to clients
• Advanced negotiation and conflict resolution skills
• Good decision-making skills
• Ability to navigate various applications and systems
• Technical comprehension skills
• Microsoft Office suite competence; MS Excel
• Time management and prioritisation skills

Desired Experience and Knowledge:

• 12 months experience in Technical Support, Customer Service/Success or Incident Management
• Experience in payments industry / merchant acquiring / banking & finance

Bachelor Degree accreditation - preferable

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

What you should know about us:

Fiserv is a global fintech leader with 40,000-plus (and growing) associates proudly serving clients in more than 100 countries. As a FORTUNE™ 500 company, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to excellence and purposeful innovation.

Our commitment to Diversity and Inclusion:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.

Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement.