What does a successful WFMS Complaint Management Associate do at Fiserv?
You will be responsible for reviewing calls in Verint to determine if the customers concern rises to the level of a complaint. All complaints must be acknowledged within 24-48 hours and resolved within 10 business days. The expectations of this position are set by our bank partner Wells Fargo. All reviewers must meet the inner boundaries of 95% quality. You have the ability to improve the prior merchant experience and retain our customers.
What you will do:
- Evaluate and follow-up on complaint calls identified by Verint and Self reporting.
- Create, Track, and Report complaint tickets in Remedy.
- Work with team members and management to ensure timely resolution of complaints.
- Attend operational training classes to sustain knowledge of all departments and procedures.
- Act as Subject Matter Expert on the complaint process.
- Adhere to the established inner and outer quality boundaries of 95%
- Responsible for acknowledgement of work within 48 hours and closure within a 10-day SLA.
What you will need to have:
- 2 years prior customer service experience.
- Experience prioritizing workflows to meet critical deadlines and SLA’s.
- High School Graduate/GED
What would be great to have:
- 2 years prior merchant services experience
- Bilingual Spanish/English
- Pricing and Interchange knowledge
- MSA, Remedy, Client Line, Business Track, Merchant Manager, Microsoft Teams, Excel, and Word, RAM & FDPOS knowledge
- Project Management background
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