What does a successful Client Services Professional do?
As a Client Services Professional you are the day- to- day client experience partner for financial institution clients. You are accountable for being the first line support representative servicing all their tactical and operational inquires related to the client’s credit card program and solution to an optimal conclusion.
What you will do:
- The Client Services Professional serves as the primary point of contact for credit clients, providing operational servicing, support and issue resolution for their credit card solution, as well as its complementary products and services. This includes facilitating client requests for additional products and services.
- The Client Services Professionals network and partner with multiple business areas throughout the organization and acts as a liaison between the client and Fiserv internal partners for product enhancement, defects, and implementation requests.
- Accountable for client related inquiries and the engagement of the appropriate resources to ensure a timely and satisfactory resolution.
- Schedule and lead meetings with both client partners and internal Fiserv colleagues to provide status updates, drive issue resolution, build strong relationships, etc.
- Communicate transparently with stakeholders and bring escalations to leadership as required.
- Under minimal supervision, you are expected to research and resolve client inquires in accordance with defined process, procedures and within service level timeframes.
- Services clients through multiple communication channels and distribution channels.
- Documents the entire lifecycle of inquiries through action taken in tracking software.
- Build knowledge articles and education/training resources to accelerate and improve the servicing experience.
- Attend on-going training to mature skillsets and expand knowledge.
- Contribute to continual improvement initiatives to drive automation, efficiencies, quality, and consistency in servicing operation, as well as provide feedback to product, implementation, and technology partners for an enhanced client experience.
- Perform other duties as required.
How you’ll work:
- This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
What you will need to have:
- Bachelor’s degree in business, finance, technology, or related field preferred; equivalent work experience may be substituted.
- Strong communication skills. Ability to communicate verbally and in written form in a concise, clear, and professional manner to all levels within an organization.
- Strong client / operations support experience.
- Must be able to follow established guidelines to accomplish tasks.
- Unwavering focus on delivering an excellent client experience with every interaction.
- Strong sense of accountability.
- Effective problem-solving skills.
- Commitment to the team and contributing to improving overall capability.
- The ability to manage rapid change in a fast-paced environment.
- Ability to learn quickly and make information-based decisions.
- Perform independently as well as in a team environment.
- Solid organizational and time management skills with strong attention to detail.
- Excellent computer skills with MS Office Suite with ability to quickly learn new applications/surround solutions.
What would be great to have:
- Knowledge or experience in bankcard/credit card processing.
- Three to five years of experience in the financial services/banking field interacting with clients.
Travel required: Occasional travel (up to 10%.)
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 Recharge & Refuel time 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.
#LI-VF1
R-10364808
