As a Service Manager, you will play a vital role within the firm acting as a lead in the operational support for our Small Financial Services clients. You will have the responsibility of providing direction and support on day-to-day inquiries, strategic operations and client initiatives, and referrals and small project implementations while ensuring the highest levels of satisfaction.
Each Service Manager should understand our various products, services, configurations, and platforms to service clients. Further responsibilities include referring new products and services, managing small maintenance projects, and addressing inquiries and support requests; all while working closely with various internal groups and external vendors.
Primary Responsibilities:
- Serve as a client advocate, supporting the client in day-to-day operational activities
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
- Identifying opportunities to improve as well as referring new products and services to enrich the client experience.
- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Enhance department and organization’s reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
- Maintain accurate and up to date documentation of the client architecture and processing environment, product matrix, and custom processes by utilizing appropriate systems and tools to track client interactions.
- Facilitate the client communication and delivery process as it relates to association releases, regulatory changes, product/platform upgrades, fee revisions and system enhancements.
- Participate with leader or account executive in customer business reviews
- Builds and maintaining strong, long-lasting customer relationships with assigned clients.
- Understand the customer’s priorities and objectives, drives projects and serves as a liaison between the customer and internal teams to achieve desired outcomes.
- Responsible for delighting the client and delivering exceptional client service on a day-to-day basis.
- Acting as a liaison between client and Fiserv Card Services departments, as well as CORES, Surrounds and Partnering Vendors
- Manage multi-client inquiries, review and identify patterns, escalate
- Meet or exceed corporate guidelines on service levels
- Maintain knowledge to feed the AI tool to improve and enhance self-service capabilities
- Maintain high customers service scores
- Identify opportunities and submit referrals or service request base on existing contracts to enhance client experience and corporate revenue
- Execute parameter changes, small maintenance projects to enhance the client experience
- Maintain Service level of 95% for phone and systematic inquiries with a 2-business day turn-around on service resolutions
The previous statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.
Basic Qualifications for Consideration:
- 4 year college degree or equivalent work experience
- Must have strong written and verbal communication skills with the ability work with and communicate at all levels of the organization. Must be a listener, a presenter, and a people person.
- Must have the ability to work in a fast-paced work environment, multi-task, have strong organizational skills and act as a business owner.
- Make independent decisions, exercising good judgment and managing complex issues
- Possess a positive attitude while operating under pressure and be an independent problem-solver.
- May be required to train others (client and internal staff) in area of technical expertise.
- While this position has no direct reports, it does require interaction with other staff members to ensure client satisfaction.
- Must be able to manage multiple clients concurrently and act urgently to meet deadlines
- Strong collaboration skills to work to get the job done
- Will be required to work outside of standard business hours as needed
- Proficiency in working with the Microsoft suite
Preferred qualifications for considerations:
- Preferred industry experience in credit/debit, issuing, installment lending, ATM or financial institution experience.
- Preferred familiarity with Fiserv Debit and Credit Processing Platforms, STAR, ATMs, and related products.
Travel Required: 5% domestic travel.
R-10359715
