Client Service

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We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title
Client Service - CSE

We are Fiserv, a global leader in fintech and payments enabling financial services experiences that match the way people live and work today. Our purpose is to deliver superior value for our clients through leading technology, targeted innovation and operational excellence. Our core values — earn client trust every day, create with purpose, inspire and achieve excellence, do the right thing and deliver on the promise of one Fiserv — guide how we make decisions and deliver on commitments to clients and to one another.

Role summary The Client Services Executive is a key interface between our large financial services clients and Fiserv. We deliver outstanding service to millions of end customers by building strong, trusted relationships with client stakeholders and ensuring high-quality, consistent service delivery for an assigned client portfolio.

Key Responsibilities

• Own and resolve ticket/customer enquiries for an assigned client portfolio in a timely, controlled manner.
• Reduce new-ticket volumes and lower the number of open tickets through proactive case management.
• Act as the client champion and advocate inside Fiserv, ensuring company service delivery meets or exceeds agreed KPIs and SLAs.
• Drive improvements in client satisfaction and likelihood-to-recommend scores for the global financial brands we support.
• Monitor operational performance, identify trends in client enquiries and incidents, and implement plans to reduce future query levels.
• Track and manage incidents; identify root causes and implement preventative measures.
• Liaise with cross-functional teams and management to improve operational efficiency and effectiveness.
• Deliver client education and training for new and existing users as needed.
• Provide support to other operations areas when required.
• Produce and maintain SLA and operational performance reporting.
• Adhere to and contribute to Fiserv processes and procedures.

Skills And Competencies

• Client focused with the ability to identify, empathize with and satisfy client needs.
• Clear, concise verbal and written communication skills.
• Strong attention to quality and detail.
• Effective time-management and prioritization skills.
• Self-motivated, able to work independently and collaboratively.
• Ability to perform under pressure and meet tight deadlines.
• Proficient with Microsoft Office package and comfortable working in a technology-based (fintech) environment.

Experience

• Prior experience in a customer-facing role.
• Experience in banking, payment processing or payments-related customer service is strongly preferred.

Thank You For Considering Employment With Fiserv. Please

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our Commitment To Diversity And Inclusion
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

Note To Agencies
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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