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Client Technical Support Manager
Fiserv
Moorpark, CA, United States
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Job TitleClient Technical Support Manager
Our Credit Union Solutions division at Fiserv provides integrated account processing solutions for more than one-third of the credit union marketplace. We have built a creative foundation for growth, as well as the technology needed to drive efficiency and deliver incredible member service in our constantly changing marketplace.
We have a lot to consider, from identifying and adapting to changing regulations and mitigating risk to keeping pace with evolving technology and providing excellent member service. Credit unions’ goals aren’t new, but how they achieve them is. With the right tools in place, Fiserv helps credit unions eliminate barriers to growth, realize efficiencies, ensure compliance, face risk issues head on and provide the excellent service members deserve.
Fiserv has been named to FORTUNE® magazine’s list of World’s Most Admired Companies in 2014, 2015, 2016, 2017 & 2018. Is the timing right for you to come and join us and see for yourself why our corporate reputation received this deserving benchmark?
Purpose:
Do you thrive in a dynamic, committed, and professional environment and would you like to be a part of a team that effects change? At Fiserv we celebrate diversity and want you to lead our client-facing call center team responsible for servicing our financial institution clients. You will provide mentorship, leadership, workflow management and quality direction to your customer support team. Do you enjoy helping your team to respond effectively to customer inquiries while solving problems associated with the use of our online financial service products and services? Are you ready to commit to a meaningful role at a creative and growing company? Then we would really love to see you apply and join in our continued success.
Essential Job Responsibilities:
Be responsible for your Client Tech Support Team’s Level II workflow by monitoring case queues and adjusting staffing needs and case assignment to ensure you deliver accurate and timely responses to our clients and meet service levels. Provide instructional mentorship to CSRs and advise them how to best handle complex issues by coaching them to be effective in our client communication. Analyze and resolve client problems by handling advanced items and aiding the client support representatives in finding the best solutions. Interface and maintain an excellent working relationship with other internal departments and clients while working on and completing customer requests. Write and deliver performance appraisals for team members, coach and mentor, performance improvement plans. You are responsible for providing on-call support after hours as needed to ensure our customers' successful operations. You will conduct ongoing reviews of existing procedures and processes and write and implement new or revised procedures / processes to ensure or improve the quality and efficiency of department.
The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.
Job Related Experience:
• 3+ years of customer service experience while working in client services and technical support capacity.
• 2+ years of team management experience.
• High school diploma OR GED required.
Additional Skills/Knowledge:
• High ability to multi task and handle multiple priorities with excellent attention to detail in a high-energy and agile environment.
• Excellent problem solving, change management, mentorship and development, communication and interpersonal skills.
• Ability to collaborate with all levels associates and managers for both internal and external customers.
• An understanding of basic helpdesk knowledge and familiarity with ITIL model and case management preferred.
• You should be able to work effectively with minor supervision.
• Experience with both B2B and B2C customers is preferred.
• Experience working in banking or financial services is helpful.
• HDI certification is advantageous.
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.