In this position, you will work in a dynamic, professional, client service-oriented environment with financial institution clients. You will provide day-to-day support answering questions and addressing complex issues. Requests for support are received via multiple channels, including telephone, email, self-service case tools and internal business partners. You will identify opportunities to improve the client experience that will drive business results.
ABOUT THE BUSINESS: Credit Union Solutions delivers comprehensive credit union platforms and valuable products and services for community, mid-tier, and large financial institutions. Fiserv credit union platforms enable credit unions to efficiently manage a wide range of activities such as account opening, deposits, withdrawals, loans, customer information management, and general ledger and accounting tasks. Each Fiserv credit union platform has unique capabilities but they all help our clients improve customer service and streamline their back-office operations.
YOUR ESSENTIAL JOB RESPONSIBILITIES: * 2nd tier support for clients and associates; escalation contact for internal associates and clients. * Answer incoming client inquiries - phone calls, cases, etc. * Under limited supervision, troubleshoot, diagnose and resolve complex functional technical and/or operational problems. * Serve as a subject matter expert (SME) for majority of products within a designated domain; identify and resolve all issues presented for all products in designated domain. * Mentor and coach other associates; train new associates. * Assist in leading and taking action during change initiatives. * Effectively communicate and escalate complex issues to Product Development and other SME's. * Represent Client Services in project meetings. * Provide consultative support to high-value clients. * Attain an in-depth knowledge of all products within a designated domain as well as other Fiserv products that interface. * Understanding of technical troubleshooting approaches, tools and techniques, and ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.
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.
QUALIFICATIONS: Education & Experience * 3-5 years of equivalent combination of education and experience.
Skills, Knowledge, & Abilities * Client Focus: Customer-oriented approach to handing client calls/cases (via phone, e-mail, or case). Advanced understanding of client expectations. Leads efforts to resolve issues for high profile/sensitive clients without support. * Communication Skills: Advanced written and verbal communication skills. Advanced interpersonal skills. Ability to handle escalated conversations with appropriate stakeholders throughout the organization. Openly share knowledge and insights with team members. * Results Orientation: Leverages time in a manner that increases effectiveness. Executes more than one activity or task simultaneously and delivers on individual and assists with team performance targets/expectations. Consistent accuracy and attentiveness to detail without supervision. * Leadership: Exhibits capability of positively influencing clients, outside stakeholders, and other associates. Inspires and leads by example, serves as mentor/coach. Trains new associates. Assists in leading and taking action during change initiatives. * Industry Knowledge: Advanced understanding of the credit union/financial services industry (i.e. regulatory and compliance requirements, etc.) Advanced understanding of the Credit Union Solutions business model. Advanced understanding of individual clients/designated domains. * Technical Knowledge: Advanced ability to use summarization and simplification techniques to explain complex technical concepts in simple, clear language appropriate to the audience; Ability to monitor, measure, and optimize individual and combined utilization of application, hardware, software and telecommunications components to meet customer requirements.
Internal Number: R-10249303
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.