Client Services
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In this Client Services role, you act as the primary touchpoint between Fiserv and its clients to ensure reliable, high-quality service delivery. You will resolve inquiries, monitor performance against SLAs, and drive improvements in client satisfaction. You collaborate with cross-functional teams to optimize operations and provide user education. This is a pivotal role for maintaining trusted relationships and scalable service in a global payments environment.
- Own and resolve client tickets and inquiries promptly
- Proactively manage cases to reduce new tickets and open issues
- Advocate for the client to meet or exceed KPIs and SLAs
- Drive improvements in client satisfaction and likelihood-to-recommend
- Monitor performance, identify trends, and implement actions to reduce demand
- Track incidents, identify root causes, and implement preventative measures
- Collaborate with cross-functional teams to improve efficiency
- Deliver client education and training for users
- Provide operational support xysqume to other teams as needed
- Produce and maintain SLA and performance reporting
- Adhere to and contribute to processes, procedures, and standards
- Previous experience in a customer-facing role
- Experience in banking, payment processing, or payments-related customer service is strongly preferred
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