What does a successful Director, Customer Service do?
At Fiserv, a successful Director, Customer Service will champion client experience by driving strategic initiatives across our bank partner and merchant services teams. Their role is integral in collaborating with Fiserv operational departments to implement innovative technology and tools, enhancing both client and agent experiences. They ensure operational excellence and a robust control environment, aligning with our mission to deliver exceptional financial services.
What you will do:
- Oversee the analysis and implementation of improvements driven by Voice of the Customer surveys and client feedback.
- Lead strategy initiatives focused on process enhancements by conducting comprehensive analyses of complaint data.
- Collaborate with call center technology teams to strategically enhance agent and user experiences leveraging Client 360, Inquiry Point, IVR, and AI technologies.
- Act as a strategic liaison for addressing internal and bank audits, SOC requests, and Business Contingency Plans.
- Ensure the effectiveness of internal process controls while identifying strategic opportunities for automation.
- Lead and oversee the successful execution of Card Brand Mandates with a focus on excellence.
- Conduct and supervise quarterly staffing analysis to align scheduling with coverage needs effectively.
- Provide strategic escalation support for bank account management partners to ensure seamless operations.
What you will need to have:
- 8+ years in client experience management, process improvement using data analytics, call center technology integration, and managing audits.
- Prior managerial experience in a contact center
- Bachelor's degree and/or equivalent military experience.
Important information about this role:
- 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.
- In order to be considered, you must be legally authorized to work in the U.S. without need for sponsorship, now or in the future.
- This is a full-time, direct-hire position, and no contract options for unsolicited agency submissions will be considered.
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.
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