What does a successful Client Service Specialist do at Fiserv
The Client Service Specialist serves as the primary contact for a portfolio of SMB Direct merchants, acting as the internal owner. By increasing overall customer satisfaction, this role supports Fiserv's revenue growth through heightened retention and increased product/service penetration. The Client Service Specialist is responsible for client solution penetration, account monitoring, portfolio reporting, and issue resolution owning.
What you will do:
- Support the retention and growth of a client portfolio and maintain overall client satisfaction.
- Develop ongoing relationships through proactive engagement and digital nurturing to boost revenue retention within an assigned vertical.
- Resolve simple inquiries directly and facilitate the resolution of moderate to complex inquiries through coordination with customers and internal Fiserv departments.
- Work with small to mid-tier accounts with multi-product platforms to deepen the penetration of Fiserv products and services.
- Create and maintain accurate and up-to-date customer profiles, including contract information, communication logs, and product matrix.
- Educate customers on relevant industry information and provide training on products, reporting, and self-service tools.
- Creates customized Business Review presentations that illustrate the client’s financial health based on card volume versus industry and market trends.
What you will need to have:
- 2-3 years of experience in customer service, sales, business development, or relationship management, preferably with payment processing experience.
- High school diploma or equivalent education and/or equivalent military experience.
- Knowledge of payment processing, Fiserv’s products, platforms, systems, and operational areas.
What would be great to have:
- Must be flexible and adaptable due to the ever-changing needs of the organization.
- Detail-oriented, team player with good planning and problem-solving skills.
- Analytical skills to understand industry metrics and trends.
- Ability to interact and communicate effectively with internal departments.
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