Job Purpose: What does a great Client Support Tier 2 - Professional I level do?
Our Express Client Services team is responsible for supporting the operational needs of Card Services' clients throughout the US. Our clients are Financial Institutions (FIs) that utilize Fiserv debit card processing products and services. Our group provides phone and email support in areas such as ATM/debit card production and processing, settlement, out of balance, reports, database set-up, client notifications and file transmissions. Each Client Service Representative should have an understanding our product/services and utilizing various systems and platforms to service the client inquiries and support requests while working closely with various internal groups.
Answering incoming calls and inquiries from our customers, designated clients, sales and account management to resolve customer questions and concerns Providing accurate information and quality customer service Researching customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application Resolving problems by researching and working with other departments. Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution Owning client relationships with a designated group of clients and will be responsible for all their production, product, processing issues and needs Meeting individual customer service call volume and quality expectations Acting as a liaison between client and Fiserv Card Services department Sharing standard methodologies with other customer service claim teams Responding to client inquiries through phone or e-mail contact with customers and prospects about the company's products or services Promoting and maintain positive customer relations utilizing service excellence techniques Participating in meeting team goals for service, quality and cost Participating in and support company-wide initiatives such as continuous operational improvement in order to improve service, reduce costs, and improve quality Basic qualifications for consideration:
High School Diploma or equivalent required. Bachelor's degree preferred. Previous experience in Financial Services institution is preferred. Minimum of 5 years of customer service experience. Call center or help desk experience preferred. Excellent customer service and active listening skills Superb communication Skills (verbal and written). Demonstrated experience working well in a close team environment. Strong attention to detail with the ability to multitask and support the needs of multiple clients simultaneously, following up with clients as needed. Ability to make decisions and solves problem that range in complexity. Significantly complex technical issues will be referred to second level support team. Hours can vary based on client and business needs. Solid PC (MS Office) skills and the ability to type 35 wpm or greater
Internal Number: R-10247799
Fiserv is a global leader in financial services technology solutions. We're helping more than 12,000 clients worldwide create and deliver experiences for a digital world that's always on. Solutions that enable today's consumer to move and manage money with ease, speed and convenience. At the point of thought.