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. As a Client Support Representative, you will be providing Level 2 support to financial institutions - banks, credit unions, and savings & loans that use Fiservs Statement Advantage products: responding to client inquires, researching client issues relating to production, quality, delivery schedules, and production specifications. You will also be responsible for client billing and reporting. This role works closely with multiple departments within the Output Solution organization as well as multiple Fiserv business units. Your direct and indirect involvement will result in our clients being successful.

Essential Job Responsibilities:
Responsible for researching and providing information regarding customer inquiries received via phone, email, or incident tickets and diagnosing, resolving, and communicating resolutions to client and/or other departments.
Provide second level support in response to client inquiries and research of client issues
Responsible for delivering 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.
Responsible for researching and 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 channels with key client personnel and internal/external business units, establishing and facilitating periodic touch point meetings and providing all necessary data to be used for the purposes of conducting periodic Business Review meetings.
Provide business and some technical support to address questions on functionality and usage of products.
Facilitate and/or participate in client meetings when required.
Effectively interact and communicate with others within the organization the nature of the clients issue/problem that is needed to resolve the issue.
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 exceed 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 can:
Work on multiple assignments
Work Independently
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
Bachelors Degree or High School diploma or GED with related work experience
4+ years prior customer service
Some experience with reconciliation and billing
Excellent communication skills, both written and verbal

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