Fiserv, Inc. Dublin , OH 43016
hat does a great Supervisor, Customer Operations Support do?
As a Customer Experience Payment Supervisor, you will be responsible for the following:
Manage business workflow within Customer Experience team.
Administering the policies of the company and ensuring service is provided by associates in a way that it will meet expectations.
Coach behavioral and procedural trends to achieve metrics of the team.
Administering performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action.
Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance.
Lead workflow distribution and floor management to ensure service levels are consistently met and resolve complex escalated client concerns and disputes.
Recruit by interviewing and making effective hiring recommendations and develop and implement process improvements.
Proactively drive efficiency gains and development of the future state of the department
Develop and report metrics for staff on a daily/weekly/monthly
Drive motivation and engagement with team members
Basic Qualifications for Consideration:
4 years of supervisory or leadership experience
1 year of banking or bill payment experience
Knowledge of customer service techniques and standards
Proven ability to manage efficiency gains as a leader
Proven development and motivational skills
Strong familiarity with call center or operations support management hardware/software
Working knowledge of MS Office (Word, Excel, PowerPoint, Access), Internet Explorer, and Outlook
Strong verbal and written communication skills
Effective public presentation skills
Diligent time management and analytical skills
Process and detail oriented
Preferred Skills, Experience, and Education:
2 years of experience in a quality assurance aligned function
Business model thought leadership
Cross location team management
Intermediary level data management and analysis
Travel required: 10 %
Who We Are: If you're an online or mobile banking user or pay your bills online - if you interact with a financial institution at all - chances are you're more familiar with Fiserv than you realize. Fiserv is helping its clients push the boundaries of what's possible in financial services, delivering deep expertise and innovative solutions to help financial institutions, businesses and consumers move and manage money faster and with greater ease than ever before.
Electronic Payments provides solutions for electronic billing and payments, online funds transfer, person-to-person payments and personal financial account aggregation services to the financial services industry. 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. The Electronic Payments Customer Solutions team is focused on providing consumer service for the products Fiserv offers to the financial services industry.
Fiserv is an Equal Opportunity Employer/Disability/Vet.