What does a great Client Support Representative do?
In this role you will be supporting financial institutions - banks, credit unions and savings & loans that use Fiserv's Statement Advantage products; responding to client inquires and research of client issues relating to production, quality, delivery schedules, and production specifications. You will also be responsible for client billing and reporting.
Responsible for researching and providing information regarding customer queries received via phone, email, or incident tickets and diagnosing, resolving, and communicating resolutions to client and/or other departments. You will be 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 queries, and documenting problem resolution and customer contact. You will research and diagnose 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. Build 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. You will provide reports and activity logs for management and client review. Coordinate implementation of solutions as well as other responsibilities include providing flexible assistance through cross-training and support to meet and exceed performance, customer happiness, and service level goals and providing follow up as needed on customer queries to ensure resolution satisfies customers and meets all internal expectations.
As a Client Support Representative, you can look forward to:
Being 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.
You will be the client's voice within Fiserv. You will work with their Manager to build and maintain programs and plans that support the strategic objectives of their clients and ensuring service excellence through the service team.
You're the kind of person who can:
Multi-task, communicate with all levels of the organization, have the ability to learn quickly to define client issues, collect data, establish facts and draw valid conclusions, think analytically, can work with confidential data and have a real passion for helping clients (Internal and external) this opportunity might be for you.
Basic qualifications for consideration:
High school graduate or GED
2 - 5 years' prior experience in the financial services industry and/or banking.
Experience with reconciliation and billing.
Preferred qualifications for consideration:
Account Management Experience.
Advanced knowledge of Microsoft Word and Excel.
Knowledge of Power Point.
Experience in the financial services industry.
Experience with print statement production.
Learn more about us.
In a world moving faster than ever before, Fiserv helps clients deliver solutions in step with the way people live and work today financial services at the speed of life. With 24,000 associates, we help more than 12,000 clients worldwide create and deliver solutions to enable today's consumer to move and manage money with ease, speed and convenience.
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 World's Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation.
In this role, you will be aligned with our Output Solutions products and services. Fiserv delivers turnkey business critical customer communications accurately, on time and with relevant information essential for customer satisfaction and retention.
Fiserv supports financial services, healthcare, billing, retail, utilities, travel and entertainment and other companies. Customer communications and payment solutions include transactional document production and delivery, secure and non-secure card manufacturing and personalization, direct marketing services and digital channel delivery. As a trusted outsourcing partner, we help our clients streamline operations to contain costs, while building customer loyalty and generating incremental revenue.
We welcome and encourage diversity in our workforce. We are an equal opportunity employer/disability/vet.
Explore the possibilities of a career with Fiserv and Find Your Forward with us.