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Client Support Manager
Fiserv
Lincoln, NE, United States
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Job TitleClient Support Manager
Client Support Manager
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.
What does a great Client Support Manager do?
• Courageously lead a team of client support representatives’ 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 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.
You are the kind of person who:
• Can courageously lead a team, making tough decisions and owning those decisions
• Can help the team understand strategic direction and metric driven performance and how it relates to the business goals
• Can multi task and handle multiple priorities with excellent attention to detail in a high-energy and agile environment
• Has excellent problem solving, change management, mentorship and development, communication and interpersonal skills
• Can collaborate with all levels associates and managers for both internal and external customers
Required Qualifications:
• High school diploma or GED required
• 5+ years of customer service experience
• 4+ years’ experience managing teams with at least 15 direct reports
• Experience working with client service systems such as case management systems.
• Excellent leadership skills and ability to motivate employees to perform at peak standards
• Must be able to work in the Lincoln, NE Fiserv location
• Ability to travel up to 15% within the United States
Preferred Qualifications for Consideration:
• Bachelor’s Degree in Business, Finance or a related field
• Strong knowledge of banking and lending industry
• Strong knowledge of Fiserv business and products
• Experience working and managing a team in a call center environment
• An understanding of basic helpdesk knowledge and familiarity with ITIL model and case management preferred
• Experience with both B2B and B2C customers
Who are we?
Bank Solutions delivers comprehensive bank platforms and value-added products and services for community, mid-tier, and large financial institutions.
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 offer flexible technology solutions that enable financial institutions to quickly align to customers' expectations. With a modular approach to delivery, financial institutions are able to 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 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?
FISERV IS AN EQUAL OPPORTUNITY EMPLOYER/DISABILITY/VET.
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.