What does a great Client Support Tier 2 - Sr Professional do?
As a member of our National Account team, you will be responsible for supporting the operational needs of Card Services and other organizations who partner with us to sell our products and services directly to their FI customers. Our team provides first and second level 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 team member is responsible for understanding the nuances associated with the product/services and level of support provided to each of your clients. Associates within this group work closely with the Account Management team as well as other Card Services departments throughout the United States.
As a Client Support Tier 2 - Sr Professional , you can look forward to:
*Leading the resolution of complex customer technical and/or operational problems with designated software and other company products
*Supporting and assisting Client Executives assigned to accounts
*Handling our clients' critical issues and helping them take on complex technical or operational problems that require additional support
*Functioning as the main contact point for clients daily operational and business support issues and questions
*Conveying cause, effect and resolution to the daily operations contact up to C-Level institution staff members
*Responding to client inquiries via telephone, email and tracking tool
*Acting as a liaison between client and other Fiserv teams
*Researching complex customer inquiries while adhering to customer support guidelines and processes to ensure the best customer experience
*Documenting issues and research in contact/event tracking tool
*Supporting and backing-up daily, weekly and monthly resolutions within the departmental tasks
*Promoting and maintaining positive relationships with your dedicated 30+ clients
*Facilitating completion of small, medium and large projects for clients
*Understanding client configurations and suggesting appropriate product referrals
*Participating in regularly scheduled conference calls daily, weekly and/or monthly.
*Hosting status calls on any open issues that the client may need to address
*Providing after-hours support through email, text and/or calling client provided contact information
*Participating in the 24/7 on call rotation, determine client impact to severity issues by immediately contacting National clients to ensure they have a current status and ensure SLA's are met
Basic qualifications for consideration:
*Bachelor's Degree or 5+ operations/customer service experience required
*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
*Ability to work with minimal supervision, independently and within a team environment
*Strong customer service skills and strong analytical and problem-solving skills
*Travel up to 15%
*Work extended hours as needed. Participate in the 24/7 afterhours on call rotation schedule up to 75% time.
Preferred qualifications for consideration:
*Proven e-payments processing or customer service or back-office knowledge, and accounting/reconciling skills
*Previous experience supporting Visa, MasterCard or debit networks
*Strong, professional written, verbal, and interpersonal skills
*Demonstrable experience taking initiative and solid attention to detail
*Computer proficiency with strong MS-Office Suite experience (particularly Outlook, Word, and Excel;) and the ability to quickly learn proprietary tools and applications
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 aren't 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.
We're 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 company's 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(tm) 500 company and one of FORTUNE Magazine World's 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(r) 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.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Explore the possibilities of a career with Fiserv and Find Your Forward with us.
