Job Description

What does a great Client Services Manager do?

The Client Services Manager oversees the daily activities of the Client Services Team, and is responsible for ensuring that team members adhere to best practices around case management and issue resolution.  In addition, this role will lead the overall client satisfaction as it pertains to the support aspect of the credit card program.

In this role, you will:

Ensure collaboration between Client Services and other functional areas within Fiserv to provide a great client experience.

Manage and oversee projects, system issues, product enhancements, incidents, and other client related/impacting matters to ensure resolution to clients’ satisfaction.

Provide direction, guidance, and resources to effectively service customers and assist with client inquiries and issue resolution.

Solicit feedback from clients and internal partners to improve overall support.

Lead efforts to create efficiencies, streamline processes, and reduce errors.

Identify negative service trends and proactively plan and execute on strategies to address them.

Provide team with tools and resources necessary to effectively and efficiently service our customers.

Monitor and report KPI’s maintaining an optimum performance level and holding team accountable.

Recruit, mentor, coach, and develop Client Services Professionals to help them be successful in their role and pursue/achieve their career goals.

Serve as the primary point of escalation for clients.

Conduct regularly scheduled meetings with clients and internal partners

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

Ensure that team maintains ownership of client related inquiries and issues as it pertains to the clients’ credit card program and engage the appropriate resources to ensure a timely and satisfactory resolution.

Communicate customer suggestions for enhancements and ensure proper handling and follow-up.

Document problems and corrective actions/procedures.

Basic qualifications for consideration:

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

Minimum 5 years of experience in a management role

Previous experience in a client support role required

Ability to travel up to 25%

Preferred qualifications for consideration:

Previous experience in Account Management, Technical Support, or Operations

3 years of experience in the financial services/banking industry

Knowledge of Fiserv’s credit card processing products and services

Knowledge or experience in bankcard/credit card processing

Strong interpersonal, written, and verbal communication, presentation, and organizational skills

Ability to make independent decisions and practice sound judgement

Ability to establish and maintain effective working relationships internally and externally

Ability to take initiative and work independently as well as in a team environment