Client Support Rep Lvl II, Advisory

Published
July 12, 2019
Location
Brookfield, WI
Job Type

Description

What does a great Client Support Representative level II do?

In this position, you will work in a dynamic, professional, client service-oriented environment with financial institution clients. You will provide day-to-day support answering questions and addressing complex issues in support of our Financial Crime Risk Management (FCRM) product. Requests for support are received via multiple channels, including telephone, email, self-service case tools and internal business partners.

  • You will seek opportunities to improve the client experience that will drive business results.
  • Act as a Senior resource for Associates, Service and Client Partners.
  • Without direct supervision, troubleshoot, diagnose and resolve highly complex functional [technical] and/or operational problems
  • Serve as a subject matter expert (SME) for all of the products within a designated domain; identify and resolve all issues presented for all products in designated domain.
  • Lead new product and release initiatives from a client service standpoint.
  • Lead and directs internal and high-profile client-facing initiatives.
  • Own high-value client and other critical cases, e.g. fraud and security requests.
  • Mentor and train internal associates
  • Work directly with Product Development and Operations on complex cases and in prioritization exercises
  • Represent Client Services in release and other project meetings.
  • Provide consultative support to high-value clients.
  • Craft client communications and internal business partner communications.
  • Attain an in-depth knowledge of all products within a designated domain as well as other Fiserv products that interface

Basic Qualifications For Consideration

  • High School Diploma/GED required Bachelor’s Degree in business highly preferred or equivalent work experience in lieu of degree
  • Client Focus: Customer-oriented approach to handling client calls/cases (via phone, e-mail, or case). Understands client expectations. Supports large clients and assist with client issue resolution. Leads efforts to resolve issues for high profile/sensitive clients without support.
  • Communication Skills: Advanced written and verbal communication skills. Advanced interpersonal skills. Ability to adapt communication style based on the audience. Communicates with internal and external executives on highly complex issues.
  • Results Orientation: Advanced task switching skills while maintaining high-quality outcomes. Adapt and be flexible with day-to-day work practices and implement needed change. Executes more than one activity or task simultaneously and delivers on individual and team performance targets/expectations. Consistent accuracy and attentiveness to detail without supervision.
  • Leadership: Empower others to develop and achieve personal growth. Advanced ability to influence across a matrixed organization. Leads and develops plans to implement change. Ability to build consensus during change efforts.
  • Industry Knowledge: Leverages deep understanding of industry, market and competition to influence Client Services strategies. Advanced understanding of the Bank Solutions business model. Understands the implications of industry trends for Fiserv’s clients. Identifies and communicates business opportunities to senior management.
  • Travel required: 5%

Preferred Qualifications For Consideration

  • 4-year college degree in relevant discipline + 6 years of related experience in applicable field OR
  • Advanced degree in relevant discipline + 4 years of related experience in an applicable field.

Learn more about us.

In a world moving faster than ever before, Fiserv helps clients deliver solutions in step with the way people live and work today – financial services at the speed of life. With 24,000 associates, we help more than 12,000 clients worldwide create and deliver solutions to enable today's consumer to move and manage money with ease, speed and convenience. Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation.

In this role, you will be aligned with solutions to our banking customers. We deliver comprehensive bank platforms and value-added products and services for the community, mid-tier, and large financial institutions. We offer flexible technology solutions that enable financial institutions to quickly align to customers' expectations. With a modular approach to delivery, financial institutions can preserve platform investments while delivering both updated functionality and a consistent experience across channels.

From understanding consumer needs based on the latest research to analytics and advisory services that help identify growth opportunities from accounts, payments and industry data, we help clients access and act on data to create better outcomes

Fiserv bank platforms – Cleartouch, DNA, Precision, Premier, Signature – enable banks to efficiently manage a wide range of activities such as account opening, deposits, withdrawals, loans, customer information management, and general ledger and accounting tasks. Each Fiserv bank platform has unique capabilities, but they all help our clients improve customer service and streamline their back-office operations.

We welcome and encourage diversity in our workforce. We are an equal opportunity employer/disability/vet.

Explore the possibilities of a career with Fiserv and Find Your Forward with us.

Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.

Company Description

Fiserv, Inc. (NASDAQ: FISV) is a leading global technology provider serving the financial services industry, driving innovation in payments, processing services, risk and compliance, customer and channel management, and business insights and optimization. For more information, visit www.fiserv.com.

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