What does a successful Client Service Consultant do at Fiserv?
As a Client Service Consultant at Fiserv, you will be the primary liaison between Fiserv and its valued clients, including Independent Sales Organizations (ISOs) and bank partners. Your role is crucial in delivering outstanding service and fostering lasting client relationships by acting as a trusted advisor, product consultant, and industry expert.
What you will do:
- Take full accountability for all client issues, ensuring timely resolutions that align with clients’ portfolio and product management needs.
- Develop and maintain strong relationships with retail banking clients, ensuring open communication and understanding their needs.
- Handle merchant processing issues, funding problems, and payment discrepancies. Act as a liaison to assist merchants during transitions (e.g., changes to MasterCard and Visa processing).
- Serve as the first escalation point for service-related issues, demonstrating ownership and accountability.
- Proactively drive the resolution of client concerns to ensure satisfaction; deliver innovative, business-oriented solutions to meet complex client needs.
- Provide insights on how changes in processing options can impact businesses. Assist clients in making informed decisions and implementing necessary adjustments.
- Coordinate with shared-services teams across the organization to deliver high-quality support.
- Champion client needs and promote a client-focused culture, ensuring their voices are heard within the organization.
- Research and resolve complex client inquiries promptly, acting as a liaison between internal teams and clients.
What you will have to have
- High school diploma or equivalent.
- Minimum of 4-5 years of customer service experience specifically dealing with merchants.
- Proven ability to cultivate and maintain strong client relationships.
- Experience working independently with minimal supervision.
- Brand knowledge of Mastercard and Visa regulations
- 2-3 years of relationship management experience, retail banking experience
What would be great to have:
- Bachelor’s degree.
- 2 or more years of industry experience, retail banking or B2B experience
- Familiarity with Fiserv’s products, platforms, and operational areas.
- Technical expertise
- Ability to adapt to dynamic environments with shifting priorities.
- Proven track record in resolving issues urgently and driving them to closure
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