Job Description

What does a great Client Support Professional do?
The Client Support Representative is an integral part of our client relationships with Fiserv. The overall client satisfaction of assigned clients leads to retention, future revenue and growth for our company. This role is the clients voice within Fiserv. You will work with their Manager to build and maintain programs and plans that support the strategic objectives of their clients and ensuring service excellence through the service team.

We are supporting financial institutions - banks, credit unions and savings & loans; responding to client inquires and research of client issues relating to production, quality, delivery schedules, and production specifications. You will also be responsible for client billing and reporting! We search and provide information pertaining customer inquiries received via phone, email, or incident tickets and diagnosing, resolving, and communicating resolutions to client and/or other departments. Deliver consistently excellent customer service over the phone and in writing, navigating systems, procedures, and other resources to provide accurate and timely resolution to customer inquiries, and documenting problem resolution and customer contact. Diagnosing customer disputes and identifying the most efficient means to resolve them to the satisfaction of the company, and the client. Make recommendations to resolve critical issues and error trends or other recurring issues. Building open communication avenues with key client personnel and internal/external business units, establishing and facilitating periodic touch point meetings and providing all vital data to be used for the purposes of leading periodic Business Review meetings. Provide reports and activity logs for management and client review. Coordinate implementation of solutions. Other responsibilities include providing flexible assistance through cross-training and support to meet and surpass performance, customer satisfaction, and service level goals and providing follow up as needed on customer inquiries to ensure resolution satisfies customers and meets all internal expectations.

You're the kind of person who loves to:
Enjoy working on multiple assignments
Communicate all levels of the organization
Pick up quickly to define client issues, collect data, establish facts and draw valid conclusions
Think critically and work autonomously with confidential data
Has a passion for serving clients (Internal and external)

Basic qualifications for consideration:
Advanced knowledge of Microsoft Word and Excel
High School diploma or GED
4+ years prior customer service
Some experience with reconciliation

Preferred qualifications for consideration:
Bachelors Degree
Preferred experience billing
Account Management Experience
Knowledge of Power Point
Experience in the financial services industry

Learn more about Fiserv:
Life moves fast. And as it does, we know most people arent thinking about financial services But we are. We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely. Were Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The companys approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought. Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE 500 company and one of FORTUNE Magazine Worlds Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation. Explore the possibilities of a career with Fiserv and Find Your Forward with us.