What does a great Client Service Analyst – Gift Solutions do at Fiserv?
As a Client Service Analyst, you will provide product support within Fiserv Gift Solutions team. In this role, you will be focused on customer service and problem solving to assist end customers and clients by working within back-office tools and communicating through various channels.
What you will do:
- Accountable for achieving the timely and complete resolution of customer issues and inquiries via phone and email.
- Working closely with clients and internal partners to troubleshoot, research and resolve customer concerns and impacting issues while meeting service levels.
- Identify systemic and Client-impacting trends and escalating through proper channels of leadership to remedy issues across eight different products and growing.
- Document and update standard operating procedures (SOPs) related to customer service processes.
- Analyze customer feedback to identify areas where documentation can be improved to enhance the overall customer experience.
- Ensure that team members have access to the latest versions of process documentation.
- Maintain a thorough understanding of Fiserv products, platforms, systems, and operational areas and processes.
- Assist in the training of customer service representatives on proper documentation practices, and other duties as assigned.
What you will need to have:
- 2-year degree required or equivalent combination of education, work, and/or military experience.
- 2+ years of experience supporting clients.
- Ability to communicate comfortably via phone and email to address customer inquiries.
- Willingness to work flexible hours, which include weekends, evenings, and holidays, as needed.
What would be great to have:
- 4-year degree preferred.
- Strong verbal and written communication skills.
- Excellent time-management skills.
- Strong analytical, organizational, and multitasking skills.
- Ability to adapt, innovate, and self-manage.
- A desire to help people and improve the customer experience.
#LI-DS1
R-10352164
