Fiserv Manager, Client Support LII in Atlanta, Georgia

Position Description

What does a great Client Support Manager do?

You will be responsible for establishing and monitoring the effective customer support services and relationship management for PCLender Clients as well as being responsible for establishing Policies, Procedures and reporting to ensure support services are completed accurately and within SLA commitments. This position will support account management and professional services to identify and document PCLender professional service opportunities, dedications and service quality. The Customer Support Manager will also oversee customer support team resources as necessary to assist with Business Analyst and Quality Assurance departments as necessary to support the life cycle development process of PCLender’s software applications. This position supervises support team resources/staff in a manner that ensures maximum productivity and the highest levels of service quality.

As a Manager, Client Support, you can look forward to:

  • Work directly with Clients, Professional Services team and Sales resources to ensure customer business requirements are identified, documented and satisfied.

  • Build and handle effective Client relationship teams thru regular cadence of meetings, consistent service delivery and clear communication.

  • Actively solicit feedback from Clients to validate and document service and product priorities.

  • Establish, measure, and lead customer service standards (SLAs).

  • Implement remediation plans in areas of low performance.

  • Lead all aspects of recruiting, training and managing of the customer support staff.

  • Coordinate with PCLender resources on LOS configuration, functionality and workflow standard methodologies to document processes that optimize workflow quality and system performance for customers.

  • Track and report on Professional Service time provided by support team members within CRM.

  • Ensure Professional Services opportunities are identified, documented and communicated to Professional Services team.

  • Help with the identification, documentation and prioritization of development cases that impact clients use of PCL systems.

  • Validate customer support billing information for customers and accounting department.

  • Ensure invoices are paid timely or execute appropriate collection procedures. Raise non-payment prior to default possible senior management intervention or decision to terminate.

  • Measure and track Support Team service performance through metric-based reporting.

  • Ensure that department staff document all customer communication and service delivery in CRM.

  • Provide timely support for staff to rectify SLA service support objectives, Maintain appropriate internal and external critical issue processes with staff and customers.

  • Serve as main customer concern contact to the Client Support Team when critical/workflow stoppage issues arise non-business hours. Ensure proper partner concern protocol is followed to engage other PCLender Resources to facilitate resolution and any required communication (24X7).

  • Coach and mentor employees and other department managers as it pertains to Customer Support quality and regulatory compliance.

  • Ensure all customer initiatives and requirements are documented and communicated to PCLender management team in a manner that ensures long term customer relationships and account stability.

  • Performs other duties as required by PCLender senior management.

  • Develop and carry out business processes, security, audit, regulatory compliance and procedural controls.

  • Create, handle and distribute all Client facing Communications, including Weekly Client Communications, Software Advisories, Surveys and any other necessary notifications.

  • Develop Customer Support Q & A documentation and save on the company intranet for PCLender Customers Services, Customer Support and Sales staff to use as a resource to refer to.

  • Assist with the development and maintenance of current system standard methodologies documentation and process requirements.

  • Maintain and demonstrate acceptable levels of competency and understand of the Administrative functionality used to configure user experience and workflow requirements within PCLender Loan Origination System and PCLender online applications and portals.

  • Assist with Client training and mentoring on use of Supplier systems and PCLender integrations to Supplier systems/services.

  • Assist with identifying and prioritizing training collateral needed to support System Administrators and Users.

  • Oversee the Customer Support team to deliver support services efficiently, accurately and within the client service level expectations set forth in client agreements.

  • Ensure the Customer Support staff understand and are capable of delivering all aspects of their functional roles and responsibilities.

Basic qualifications for consideration:

  • A minimum of 10 years of mortgage management industry experience with a focus on loan operations including loan processing, underwriting, closing, regulatory compliance and quality control.

  • Experienced in FNMA/FHLMC, FHA, VA and Rural Housing loan guidelines and workflow processes.

  • Experience identifying and documenting mortgage banking workflow, policies and procedures.

  • Experience working with correspondent investor and agency relationships for loan delivery in wet and dry funding states.

  • Experience in utilizing a paperless file process for processing, closing and investor delivery.

  • Good interpersonal and time management skills; ability to handle multiple tasks. Confirmed ability to follow through on all assigned tasks or responsibilities.

  • Recommended - Experience working with Loan Origination Software technology in a business analyst capacity.

  • Start-up company experience preferred.

Preferred qualifications for consideration:

  • College degree or equivalent preferred, equivalent 7 years of experience and education can substitute.

  • Strong sense of urgency required with ability to multitask in a dynamic, demanding environment.

  • Strong Outlook, Word, Excel, SharePoint and PowerPoint skills required. Access skills preferred.

  • Strong verbal and written interaction and communication skills with ability to take care of demanding and sometimes harsh client actions/words in a calm, professional manner.

  • Ability to write reports, business correspondence and policies and procedures. Ability to effectively communicate information, including responding to questions, to managers, team members and/or clients one-on-one or in groups.

  • Ability to project a professional image at all times.

  • Ability to plan, organize, prioritize and schedule own work.

  • Intermediate level of technical skills required to complete assignments.

  • Be able to follow established guidelines to accomplish tasks and tackle routine problems with ability to handle non-routine matters to a conclusion using professional discernment and management of self and client timelines/deliverables.

  • Has an overall understanding of the work environment and process, with a working knowledge of the organization and an intermediate level of technical skills required to complete assignments.

  • Good business and technical vocabulary required.

  • Knowledge of general mortgage process required with ability to identify root causes of service problems, and identify/implement dedicated solutions.

  • Ability to work flexible hours as needed.

Who we are:

Bank Solutions delivers technology products and services for community, regional and large financial institutions, whether they process in-house or through an outsourced service center as well as being responsible for product management and development, service delivery and client support related to the Fiserv bank platforms – Premier, Precision, Cleartouch and Signature. Each comprehensive suite helps clients improve customer service and streamline back-office operations by providing critical banking functionality while also serving as a delivery channel for an array of other advanced, value-adding Fiserv solutions.

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.