What does a successful Client Support Manager do?
At Fiserv, we celebrate diversity and aim to lead our client-facing Support team responsible for servicing our financial institutions. A successful Client Support Manager provides mentorship, leadership, workflow management, and quality direction to the customer support team. You will help your team respond effectively to customer inquiries while solving problems associated with the use of our online financial service products and services. Your commitment to a meaningful role in a creative and growing company is essential to our continued success.
What you will do:
- Lead a team of client support representatives by monitoring case queues and adjusting staffing needs to ensure accurate and timely responses.
- Provide mentorship and advice on handling complex issues, coaching the team to be effective in client communication.
- Assist Client Support associates with career development, coaching, and mentoring them for upward mobility.
- Analyze and resolve client problems by managing advanced items and aiding client support representatives in finding the best solutions.
- Maintain an excellent working relationship with other internal departments and clients while completing customer requests.
- Write and deliver performance appraisals, coach, mentor, and develop performance improvement plans for team members.
- Provide on-call support after hours as needed to ensure successful customer operations.
- Conduct ongoing reviews of existing procedures and processes to improve the quality and efficiency of the department.
What you will need to have:
- High school diploma or GED.
- 5+ years of experience managing teams with at least 15 direct reports.
- 4+ years of experience in customer service.
- Strong relationship management and collaboration skills.
- Excellent leadership skills with the ability to motivate employees to perform at their best.
- Ability to travel up to 20% within the United States.
What would be great to have:
- Bachelor’s Degree in Business Administration, Finance, or a related field and/or equivalent military experience.
- 8+ years of experience in management roles within client support.
- Strong knowledge of banking and lending industry processes.
- Experience with EFT and card processing, banking/credit union operations.
- Familiarity with Fiserv products and services.
- Experience managing a team in a client support environment, serving both B2B and B2C customers.
Perks at Work:
- We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
- Maintain a healthy work-life balance with paid holidays, generous time off policies, including Unlimited Recharge & Refuel for qualifying associates, and free counseling through our EAP.
- Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
- Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
- Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
- Advance your career with training, development, certification, and internal mobility opportunities.
- Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.
In order to be considered, you must be legally authorized to work in the U.S. without need for visa sponsorship, now or in the future.
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