Job Title
Client Support Tier 2 - Professional 1

Job Purpose

Job Purpose:
What does a great Client Support Tier 2 - Professional I level do?

Our Express Client Services team is responsible for supporting the operational needs of Card Services' clients throughout the US. Our clients are Financial Institutions (FIs) that utilize Fiserv debit card processing products and services. Our group provides phone and email support in areas such as ATM/debit card production and processing, settlement, out of balance, reports, database set-up, client notifications and file transmissions. Each Client Service Representative should have an understanding our product/services and utilizing various systems and platforms to service the client inquiries and support requests while working closely with various internal groups.

Answering incoming calls and inquiries from our customers, designated clients, sales and account management to resolve customer questions and concerns
Providing accurate information and quality customer service
Researching customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application
Resolving problems by researching and working with other departments. Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution
Owning client relationships with a designated group of clients and will be responsible for all their production, product, processing issues and needs
Meeting individual customer service call volume and quality expectations
Acting as a liaison between client and Fiserv Card Services department
Sharing standard methodologies with other customer service claim teams
Responding to client inquiries through phone or e-mail contact with customers and prospects about the company's products or services
Promoting and maintain positive customer relations utilizing service excellence techniques
Participating in meeting team goals for service, quality and cost
Participating in and support company-wide initiatives such as continuous operational improvement in order to improve service, reduce costs, and improve quality
Basic qualifications for consideration:

High School Diploma or equivalent required. Bachelor's degree preferred.
Previous experience in Financial Services institution is preferred.
Minimum of 5 years of customer service experience. Call center or help desk experience preferred.
Excellent customer service and active listening skills
Superb communication Skills (verbal and written).
Demonstrated experience working well in a close team environment.
Strong attention to detail with the ability to multitask and support the needs of multiple clients simultaneously, following up with clients as needed.
Ability to make decisions and solves problem that range in complexity. Significantly complex technical issues will be referred to second level support team.
Hours can vary based on client and business needs.
Solid PC (MS Office) skills and the ability to type 35 wpm or greater

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.