Job Description

You are the day-to-day client experience partner for financial institution customers. You are accountable for being the first line support, servicing all tactical and operational inquires related to the client’s credit card program and providing a solution with an optimal conclusion.

In this role, you will:

Serve as the primary point of contact for credit clients, providing operational servicing, support, and issue resolution for their credit card solution, as well as its complementary products and services.

Network and partner with multiple business areas throughout the organization, and act as a liaison between the client and Fiserv internal partners.

Be accountable for client related inquiries and the engagement of the appropriate resources to ensure a timely and satisfactory resolution.

Bring transparency to stakeholders and escalations to leadership as required.

Research and resolve client inquiries in accordance with defined process, procedures and within service level timeframes.

Service clients through multiple communication channels and distribution channels.

Document the entire lifecycle of inquiries through corrective actions in tracking software.

Build knowledge articles and education/training resources to accelerate and improve the servicing experience.

Attend on-going training to mature skillsets and expand knowledge.

Contribute to continual improvement initiatives to drive automation, efficiencies, quality, and consistency in servicing operation.

Basic qualifications for consideration:

High School diploma or equivalent required; Bachelor’s degree preferred.

3 + years of experience in the financial services/banking field interacting with clients.

Ability to travel up to 10%.

Preferred qualifications for consideration:

Knowledge or experience in bankcard/credit card processing.

Solid computer skills with MS Office Suite and related office equipment.

Ability to communicate verbally and in written form in a concise, clear, and professional manner.

Strong client/ operations support experience.

Strong sense of accountability.

Effective problem-solving skills.

Commitment to the team and client experience.

The ability to manage rapid change in a fast-paced environment.

Ability to learn quickly and make information-based decisions.

Perform independently as well as in a team environment.

Solid organizational and time management skills with strong attention to detail.