Fiserv Client Care Technical Analyst, Senior - ATM/Debit Card in Lake Mary, Florida

Position Description

Find Your Forward at Fiserv, a FORTUNE™ 500 company, and join the industry leader in financial services technology. With more than 23,000 associates around the world, we're pushing the boundaries of what's possible with deep expertise and a commitment to innovation.

At Fiserv, you'll find a collaborative environment that values partnership and flexibility. Our rare combination of expertise and creative spirit helps us deliver the most comprehensive financial solutions to banks and businesses worldwide. We're helping more businesses move money faster and more easily than ever before. Explore the possibilities of a career with Fiserv and Find Your Forward with us.

It is an outstanding time to join Fiserv and take on a rewarding and challenging role that helps to drive significant change in a rapidly evolving and growing organization.

About the Business:

The Open Solutions division provides multi-charter solutions to address a broad range of client needs.

Our solutions include:

  • The DNA® account processing platform, a modern, person-centered, real-time platform built on contemporary technologies to serve the needs of innovative banks and credit unions, as well as a wide range of ancillary solutions supporting DNA

  • Sentry™ managed services, providing comprehensive network, security, infrastructure, communications and hardware management services to Fiserv and non-Fiserv clients

  • Strategic solutions to enhance financial institution operations for clients across multiple Fiserv AP platforms, such as Verifast™ Palm Authentication, WireXchange® and XRoads™

About the Role:

As a Client Care Technical Analyst Senior, you will work in a dynamic, professional, customer service environment, supporting Financial Institutions on the industry’s “leading edge” products. You will respond to customer inquiries, analyze issues, research solutions and solve problems for our Fiserv, DNA core product.

In this role, you will gain hands on experience working as part of a world-class financial services technology company. You will help Fiserv clients fully leverage our best in class technology while using your technical expertise to identify opportunities for technology enhancements and process improvement.

  • You’ll receive customized development opportunities, including ‘in role’ experiences that challenge your thinking and broaden your skillset, mentorship & coaching, exposure opportunities and formal training.

  • You will work with a fun and diverse group of people determined to ensure there are real business improvements that help Fiserv win.

  • This is a great opportunity to develop the necessary foundation in technical client support. This role is a talent pipeline for future leaders. We want to hire you for a career, not a role!

Essential Job Responsibilities:

  • Provide analytical and technical support for ATM/Debit Card Processing

  • Provide consultation and support to the client. The focus for this position will be on the daily reconciliation between the DNA & corresponding card networks. This will include ATM and GL products within DNA.

  • Understand and manage client expectations ensuring client priorities and high impact items are addressed in a timely manner.

  • Log, track and manage all incoming calls professionally, maintain current notes, provide timely and accurate resolution of client issues, ensuring client satisfaction.

  • Provide detailed analysis of issues received from clients. May utilize SQL or Logic to analyze client data.

  • Must be able to stage test scenarios in test environments, recreating and documenting each step as reported by client.

  • Communicate progress and any potential problems to manager for awareness and/or resolution.

  • Collaborate extensively with internal groups to resolve client issues, actively contributing to the effectiveness of the team.

  • Provide superior client support through excellent written and verbal communication, responsive follow through, and advocacy for client issues within internal groups.

  • Perform other duties as required.

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.

Minimum Qualifications:

Education:

  • Bachelor’s Degree or equivalent experience.

Job Related Experience :

  • 2 - 5 years’ experience in financial industry field. Preferably in the Banking or the Credit Union industry

  • Experience in financial industry a major benefit.

  • Past experience in ATM/Debit reconciliation

  • Oracle PSQL experience a plus.

  • Previous experience with DNA and/or other Fiserv experience a plus.

Additional Skills and Knowledge:

  • Proficient PC skills, Microsoft Office application experience & Microsoft SQL Server experience.

  • Strong problem-solving, communication and interpersonal skills.

  • Dedication to quality and high-level customer satisfaction

  • Excellent follow-up skills and attention to detail.

  • Ability to multi-task, be flexible and deal with time constraints

  • Ability to work well independently and within a team

  • Ability to maintain confidentiality of sensitive customer information

Work Environment:

  • Work independently with remote supervision

  • Ability to work extended weekly hours are required as part of a rotating shift.

  • May require infrequent travel for training opportunities.

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