What does a successful Application Specialist do at Fiserv?
An Application Specialist provides day-to-day support, answers questions and addresses complex issues while identifying opportunities to improve the client experience that will drive business results. Our team within our Bank Solutions department delivers comprehensive bank platforms and valuable products and services for community, mid-tier, and large financial institutions. Fiserv bank platforms – Cleartouch, DNA, Precision, Premier, Signature – enable banks 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 bank platform has unique capabilities, but they all help our clients improve customer service and streamline their back-office operations. In this position, you will work in a dynamic, professional, customer service-oriented service environment with large enterprise financial institution clients. You will provide day-to-day support, answer questions and addressing complex issues while identifying opportunities to improve the client experience that will drive business results.
What you will do:
- Provide 2nd tier support for clients and associates; act as an escalation contact for internal associates and clients.
- Answer incoming client inquiries through phone calls, cases, etc.
- Document issues for resolution and archival purposes.
- Troubleshoot, diagnose and resolve complex functional and/or operational problems under limited supervision.
- Serve as a subject matter expert (SME) for the majority of products within a designated domain; identify and resolve issues presented for all products in the 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 SMEs.
- Represent Client Services in project meetings.
- Provide consultative support to high-value clients.
- Attain 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 problems.
- Provide on-call and after-hours support on a rotation basis.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
What you will need to have:
- Bachelors degree or equivalent related and/or military experience
- 2+ years of experience in a banking or technology financial services environment.
What would be great to have:
- Experience in EFT and Digital payments environment.
- Experience in AS400/Iseries systems.
- Strong client focus with the ability to handle client calls/cases with advanced understanding of client expectations.
- Advanced written and verbal communication skills, and ability to handle escalated conversations with appropriate stakeholders.
- Consistent accuracy and attentiveness to detail without supervision, capable of executing multiple tasks simultaneously.
- Capability of positively influencing clients, outside stakeholders, and other associates, serving as a mentor and coach.
How you’ll work:
- Fiserv emphasizes in-person collaboration to help you grow your career while shaping the future of fintech; this role is on-site Monday through Friday.
- This role requires being on-call during non-standard and/or overnight hours on a rotational basis.
- This role requires the use of a computer and audio equipment.
Sponsorship: To be considered, you must be legally authorized to work in the U.S. without the need for visa sponsorship now or in the future.
Benefits at Fiserv:
- Fuel Your Life program to support physical, financial, social, and emotional well-being
- Paid holidays and generous time away policies
- No-cost mental health support through Employee Assistance Programs
- Living Proof program to recognize your peers’ extra effort with points used for rewards
- Eight Employee Resource Groups to foster a collaborative culture
- Unparalleled professional growth with training, development, and internal mobility opportunities
- Retirement planning and discounted shares with the Employee Stock Purchase Plan
- Medical, dental, vision, life, and disability insurance options available day one
- Tuition assistance and reimbursement program
- Paid parental, caregiver, and military leave
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