Manager, Customer Service

Fiserv, Inc. Phoenix , AZ 85002

Posted 2 weeks ago

What does a great Manager, Customer Service do?

You will play a meaningful role in the ePayments Division. You will be leading a department of approximately 70 associates along with four supervisors to deliver extraordinary customer service in an inbound call-handling environment.

As a Manager, Customer Service, you can look forward to:

  • Being responsible for serving as a subject matter authority and resource in technical and procedural applications of the customer operations call center, running all activities associates with customer operations, including developing and implementing policies and procedures on systems and the flow of information, and establishing and implementing performance/service standards to ensure productivity meet or exceed service and quality standards.

  • Leading call center service level results across multiple product lines using budget, forecasting, resource allocation, and standard methodologies.

  • Establishes and leads new procedures to address areas requiring improvement, building and implementing programs and plans that support the balance of production and quality, and developing customer educational programs and acting as a customer service advocate.

  • Leading matrix teams on different projects and process improvement and partner with other organizations to ensure client happiness by serving as a point of contact for Account Development Partners, participating in client visits and account reviews, and resolving client issues.

  • Establishing and maintaining industry relations, provide assistance to support groups to improve procedures, products, and systems used by the staff, and perform management functions (interviewing, hiring, reviewing, scheduling, monitoring, developing associates).

Basic Qualifications for Consideration:

  • High School Graduate

  • Demonstrated expertise with call center applications.

  • Five years of experience in call center environment with two years of supervisory or leadership experience.

  • Strong familiarity with call center management software/hardware.

  • Knowledge of customer service techniques and standards.

Preferred Qualifications for Consideration:

  • Bachelor's degree

  • Banking or bill payment experience.

  • Good knowledge of MS Office (Word, Excel, PowerPoint, Access), internet, and email.

  • Strong verbal and written communication skills along with presentation skills.

  • Time management and analytical skills.

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 Electronic Payments solutions. These products provide the financial services industry electronic billing and payments, online banking and mobile banking, online funds transfer, person-to-person payments, business-to-consumer payments and personal financial account aggregation services. Our award-winning solutions are developed based on extensive user testing and are offered in multiple delivery models to serve more than 3,500 financial institutions from community banks to credit unions to the largest U.S. banks.

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.

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Manager, Customer Service

Fiserv, Inc.