Job Description

What does a great Client Support Tier 2 - Professional I do?

Our Community Client Services team is responsible for supporting the operational needs of Card Services clients throughout the US. Our clients are Financial Institutions (FIs) that utilize Fiserv debit card processing products and services. Our group provides phone and email support in areas such as ATM/debit card production and processing, settlement, out of balance, reports, database set-up, client notifications and file transmissions. Each Client Service Representative should have an understanding our product/services and utilizing various systems and platforms to service the client inquiries and support requests while working closely with various internal groups.

As a Client Technical Support Representative, you can look forward to:

* Answering incoming calls and inquiries from our customers, sales and account management to resolve customer questions and concerns
* Providing accurate information and quality customer service
* Researching customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application
* Resolving problems by researching and working with other departments. Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution
* Meeting individual customer service call volume and quality expectations
* Acting as a liaison between client and Fiserv Card Services department
* Sharing standard methodologies with other customer service claim teams
* Responding to client inquiries through phone or e-mail contact with customers and prospects about the companys products or services
* Promoting and maintain positive customer relations utilizing service excellence techniques
* Participating in meeting team goals for service, quality and cost
* Participating in and support company-wide initiatives such as continuous operational improvement in order to improve service, reduce costs, and improve quality

Basic qualifications for consideration:

* High School Diploma or equivalent required.
* Prior experience in a call center/customer service or helpdesk environment
* Demonstrated experience working well in a close team environment.
* Solid PC (MS Office) skills and the ability to type 35 wpm or greater

Preferred qualifications for consideration:

* 5+ years of call center or help desk experience is preferred.
* Excellent customer service and active listening skills
* Superb communication Skills (verbal and written).
* Previous experience in Financial Services institution is preferred.
* Strong attention to detail with the ability to multitask and support the needs of multiple clients simultaneously, following up with clients as needed.
* Ability to make decisions and solve problems that range in complexity. Significantly complex technical issues will be referred to second level support team.
* Bachelor's degree preferred.

Learn more about us.

To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options.

We are FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.

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 seventh consecutive year, we are committed to excellence and purposeful innovation.

In this role you will be aligned with our card solutions team. Card Services authorizes and settles point-of-sale (POS) and ATM transactions, monitors and drives ATMs, provides nationwide switching of debit, credit, prepaid and ATM transactions, and owns the Accel Network. We provide clients with proven solutions to maximize profit, reduce cost, and mitigate risk.

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Explore the possibilities of a career with Fiserv and Find Your Forward with us.