About the position
Fiserv is a world-class data and analytics organization delivering the next generation of powerful data insights and decisioning solutions to financial institutions, fintech, consumer/business credit bureaus, government agencies and merchants. As a successful Client Service Specialist-Product, you will be the primary liaison between Fiserv and our clients for support and consultation on the use of Fiserv products. You will work directly with some of the largest financial institutions in the world. In this vital role, you will have a direct impact on client experience, ensuring the highest level of service and quality is constantly delivered to our customers.
Responsibilities
- Develop product knowledge and provide service support to clients and internal partners
- Work closely with clients and internal partners to troubleshoot, research and resolve product inquiries and impacting issues on client’s use of Fiserv products
- Take a 'Client First' approach by providing consultative servicing to meet client and company objectives
- Cultivate positive relationships with clients and internal partners
- Respond to client inquiries and research of client issues related to credit card processing, debit card processing, healthcare FSA/HSA accounts, and various other business lines our clients offer
- Research and provide information regarding client inquiries received via phone, email, or tickets
- Deliver consistent excellent customer service over the phone, in writing, navigating systems, procedures, and other resources
- Resolve customer inquiries as they are reported using system knowledge and internal SME consultation
- On-call coverage and after hour support may be required and will be assigned on a rotating or as needed basis to support non-business hours for Incident response
Requirements
- High school diploma or equivalent required
- 3 or more years advanced client support experience
- Strong verbal and written communication skills
- Strong customer service orientation
Nice-to-haves
- Bachelor’s Degree in Business or Finance
- Previous experience in the Financial Services Industry
- Knowledge of Fiserv systems, (PCF, ACS, Letters, DQ, Rules, 3270)
- Experience and knowledge of technical methodologies such as Waterfall and Agile
