Fiserv Manager, Client Support LII in Alpharetta, Georgia

Position Description

About the Role:

  • This position will be responsible for managing a group of Client Service Representatives that are focused on providing support for Fiserv Clients utilizing Statement Services

  • The manager will be responsible for overseeing the day to day support functions within the group including ensuring proper staffing, timely case resolution, and adherence to quality

  • The support of these products also includes troubleshooting issues and effective communication to both clients and internal stake holders

About our Business:

Bank Solutions Client Services is responsible for supporting Fiserv Clients utilizing Bank Solutions products processed both in-house at the client’s location and through a Fiserv managed data center. Support is provided through both telephone and FACET/ServicePoint case channels.

Essential Job Responsibilities:

  • Responsible for managing a team of associates providing support Statement production across all cores and production areas of Fiserv

  • Responsible for escalation management and incident communication and resolution efforts as they impact the client

  • Works across organizational lines to resolve current issues and improve associate and client experience by modifying rules of engagement and processes to streamline workflow and eliminate repeat issues

  • Manages team performance based on established metrics and procedures to drive successful goal attainments at the associate and team levels

  • Participates in the hiring and termination processes within the department.

  • Initiates and delivers effective associate performance reviews and improvement plans, clearly explaining the criteria to be used to determine whether work meets or does not meet quality standards to ensure the health of a successful service environment

  • Manages the knowledge level, scheduling, and activities of the service team to ensure appropriate service coverage including the timely and quality resolution of clients’ support needs

/The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities./

Basic Qualifications for consideration:

  • Minimum of Five years’ experience in the financial services industry, a substantial amount of which must have involved with client services or customer services roles

  • Minimum of two years relevant experience managing teams

  • Strong knowledge of banking and item processing industry

  • Solid knowledge of client service systems such as phone and case management systems.

  • Excellent written and verbal communication skills as well as analytical skills for sound problem solving and decision making, supported by facts

  • Excellent leadership skills and ability to motivate employees to perform at peak standards

Preferred Qualifications for consideration:

  • Bachelor’s Degree in Business, Finance or a related field is preferred or equivalent work experience

  • Knowledge of Fiserv business and products beneficial

Travel Required:

  • 10% - 15%

Fiserv is an Equal Opportunity Employer/Disability/Vet.

Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.