Job Title
Business/Service Analyst

Job Purpose

What does a great Business/Service Analyst do?
As a Business/Service Analyst, you will ensure that Fiserv delivers on its commitments to our financial institution partners - banks, credit unions and savings & loans that use Fiserv's Full Service Credit Platform. And you will serve a meaningful role in driving client satisfaction in partnership with stakeholders across the organization.

Specifically, you will be responsible for 1) Understanding the client's business objectives and measures of success, 2) Support system settings analysis, testing and configuration 3) Coordinate with client and internal partners in the intake, research, and resolution of client inquiries, 4) Liaison between client and Fiserv teams supporting client inquiry resolution and 4) Partner closely with the client relationship term in providing excellent customer services and support day-to-day and recurring communications

You are an integral part of our client relationships with Fiserv. Your responsibility to overall client satisfaction of assigned clients leads to retention, future revenue and growth for our company. You are the clients voice within Fiserv. You work with key Fiserv statements to build and maintain programs and plan that support the strategic objectives of your clients and ensure service excellent through the service team. You can work with confidential and have a real passion for helping clients.

As a Business/Service Analyst, you can look forward to: • Champion and execute client delivery and service processes to manage client inquires through to resolution• Champion voice of the customer feedback for end-to-end client satisfaction and engagement• Develop strong client relationships and identify opportunities to better support their business objectives• Ensure alignment with key organizational partners, including sales, operations, program management, configuration management, information technology, and others to ensure aligned business success• Respond to client inquires and research of client issues relating credit card processing.• Research and provide information regarding customer queries received via phone, email, or incident tickets• Diagnose, resolve, and communicate resolutions to client and/or other departments.• Deliver consistently excellent customer service over the phone and in writing, navigating systems, procedures, and other resources• Provide accurate and timely resolution to customer queries, and documenting problem resolution and customer contact• Research and diagnose customer disputes and identifying the most efficient means to resolve them to the satisfaction of the company, and the client• Make recommendations to resolve critical issues and error trends or other recurring issues• Build open communication channels with key client personnel and internal/external business units, establishing and facilitating periodic touch point meetings and providing all necessary data to be used for the purposes of conducting periodic Business Review meetings• Provide reports and activity logs for management and client review• Coordinate implementation of solutions as well as other responsibilities include providing flexible assistance through cross-training and support to meet and exceed performance, customer happiness, and service level goals and providing follow up as needed on customer queries to ensure resolution satisfies customers and meets all internal expectations

Basic Qualifications for Consideration:• Bachelor's degree in business, operations or a related field required.
Job-Related Experience:• 7+ years of experience in business and IT program and project management• 5+ years of experience in the Financial Services Industry preferred• Shown success in effectively driving delivery• Working understanding of business financial practices and accounting• Knowledge of FD system (PCF, ACS, Letters, DQ, Rules) preferred• Experience with Waterfall and Agile Development methodologies pr

Other Job Responsibilities:• Champion and execute client delivery and service processes to manage client initiatives• Champion voice of the customer feedback for end-to-end client satisfaction and engagement• Develop strong client relationships and identify opportunities to better support their business objectives• Ensure alignment with key organizational partners, including executive leadership, sales, marketing, operations, finance, legal, and others to ensure aligned business success• Understands the client business requirements with the desired business outcomes and implements solutions• Leads the compilation of project requirements - Identifies, researches, analyzes and writes client business requirements• Manages client projects and provides project consultation in partnership with the client• Liaison between client and Fiserv teams in support of client initiatives• Provides consultation on product best practices and insights into product capabilities.• Provides product expertise on usage and functions• Executes completion and approval of testing, user documentation, and blended learning plans• Ensures business and system development methodologies are followed and continuously improved• Ensures clients and other departments actively participate in appropriate phases of the process, such as requirements definition, quality inspection of design documents, testing and validation.

Learn more about Fiserv:

To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options. We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.

Life moves fast. And as it does, we know most people aren't thinking about "financial services". But we are.

We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

We're Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company's approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

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 seventh consecutive year, we are committed to excellence and purposeful innovation.

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

Fiserv is an Equal Employment Opportunity Employer, and it is the Company's policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.

This role is not eligible to be performed in Colorado.

Thank you for considering employment with Fiserv. Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Fiserv is an Equal Employment Opportunity Employer, and it is the Company's policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.

In order to protect our Fiserv community, Fiserv requires all newly hired employees to be fully vaccinated before their start date. Proof of vaccination will be a condition to hiring. Fiserv complies with all applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.