Fiserv Client Support Representative II in Brookfield, Wisconsin

Position Description

What does a great Client Product Support Representative do?

The Client Product Support Representative will work with very experienced, respected and knowledgeable people in the financial industry; responsible for supporting our clients (Financial Institutions) who utilize Fiserv’s “leading edge” banking products. Day to day the Client Product Support Representative will provide application support by consulting with our clients on the functionality and optimal use of the products.

You will provide customer service support for Financial Crimes and Risk Management (FCRM) Products. Key Accountabilities include:

  • Meet or exceed targeted goal of client satisfaction

  • Effectively resolve customer issues

  • Clients are enabled and experience a successful system

  • Assist Product Development with Quality assurance of software changes

ESSENTIAL JOB RESPONSIBILITIES:

  • Provide first point of client contact through phone or web support. Research and problem-solves to figure out resolutions to reported problems. Build and maintain high-level client satisfaction that is measured via the annual survey. Goals for call responsiveness are set for the Division and apply to this function.

  • Documenting all call related activity for case tracking to ensure proper handling and follow up.

  • Project team participation and coordination. Communicating with clients and providing them with status updates on current projects.

  • Evaluate a specific application system study to determine all the client workflows, documents, and procedures so the training can be customized to their needs.

  • Testing enhanced and changed software programs.

  • Recreating and researching client issues for internal software developers.

  • Provide presentations and demonstrations to clients on an as needed basis.

  • Provide onsite evaluation of client procedures and Fiserv application usage and make recommendations for improved efficiency in the banks daily operation.

  • Developing and maintaining an understanding of Fiserv products and staying abreast of significant industry advancements.

BASIC QUALIFICATIONS FOR CONSIDERATION:

  • 1+ years of experience in a customer service and/or customer facing role.

  • Experience in a banking/financial services environment

PREFERRED QUALIFICATIONS FOR CONSIDERATION:

  • 2+ years of experience in the financial industry or customer service as a personal banker, or deposit servicing, customer information, general ledger, or operations

  • Experience in an operational area of a financial institution is highly desirable

  • Fiserv Product Knowledge

  • Financial Banking Expertise

  • Business Understanding

  • Customer Orientation

  • Effective Communication

  • High Standards

  • Initiative / Decision-making

  • Results Orientation

  • Teamwork / Collaboration

  • Analytic Thinking

  • CAMS Certification a plus

WHO WE ARE:

Bank Solutions is a division of Fiserv where we support and deliver award-winning banking solutions. Our solutions have received industry recognition and awards, as well as top rankings from leading analyst firms. The awards recognize not only how easy our solutions are to use, but also how they create enhanced revenue opportunities for Financial Institutions.

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.