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Client Service Partner
Fiserv
Frisco, TX, United States
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Job TitleClient Service Partner III
What makes an exceptional Client Service Partner III?
The Service Management team within the Fiserv Credit Union Solutions group takes extraordinary pride in exceptional service and provides our clients service with a focus on consulting, dedicated support and project management capacity. The Client Services Partner has enterprise-wide responsibility for ensuring quality delivery and maintenance support of all products and services to assigned clients. They are responsible for managing and developing operational relationships for their assigned clients; taking primary responsibility for driving client satisfaction with service delivery. They serve as primary contact to direct resources and activities within the Fiserv organizations as it relates to client operational issues. The Client Services Partner works with the Client Partners to live the Fiserv Values through every aspect of our interaction internally and externally. Proper execution by a Client Services Partner results in increased client satisfaction, revenue growth due to sales opportunities and new client potential based on positive client references. The position will be responsible for advancing the knowledge, utilization and satisfaction of Fiserv products and services for an assigned portfolio of clients.
As a Client Service Partner III, you will:
• Have enterprise wide accountability for ensuring quality delivery of products and services for their assigned clients
• You will provide oversight, proactive planning and is aligned closely with Fiserv conversions, implementations, development, product management and client services
• You will work closely with the Client Partner in Account Planning
• Additionally, you will develop and manage operational and technical relationships through in-person visits and phone calls to help carry out their account plan
• Acts as the primary point of contact for issue resolution and escalation
• Ensures metrics are met or exceeded; drives Client satisfaction through gathering and disseminating feedback to drive performance improvements
• Tasked with understanding their client’s environment to ensure full utilization of our solutions for maximum benefit
• Provides various levels of reporting on accomplishments and in-process activities
• Analyze Client Surveys with the Client Partner to identify areas for improvement and development of action plans
• Demonstrate expertise in crisis management situations, using Fiserv knowledge to reach a positive conclusion to these concerns
• Demonstrate a willingness to assume a leadership role in addressing concerns that impact a large number of clients. Show an ability to see the big picture in working through these events while still understanding the responsibility to support your clients
• Apply skills and experience to allow support of more complicated, high volume, strategic clients
• 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.
Basic qualifications for consideration:
• Education: Bachelor’s degree or equivalent combination of education and on the job experience
• Type of work experience: Minimum 5+ years of experience in Project Management, Software Implementations, and integrations experience with an emphasis on banking/financial technology or the financial industry.
• 5+years’ experience in customer service
• Ability to travel 30%
Preferred qualifications for consideration:
• Customer Service and Conflict Management skills
• Ability to identify needs, formulate a plan, and execute plan through resolution
• Strong PC skills, particularly with MS Office applications
• Solid administrative skills, such as planning, organizing, and time management
• Seasoned individual who can handle complex accounts (interaction with specialized areas involving a large number of client contacts, oversight of the implementation and support of sophisticated solution sets, dynamic relationships, communication around technical and vast infrastructure, use of project governance, etc.)
• Requires management and leadership skills with the ability to operate at an executive and tactical level using both sophisticated written and verbal interpersonal skills
• Ability to simultaneously manage complex situations
• Ability to take care of high stress situations
• Requires an in-depth knowledge of Fiserv business units, resources, process, etc.
About the business:
Credit Union Solutions at Fiserv provides integrated account processing solutions for more than one-third of the credit union marketplace, developing a foundation for growth, as well as the technology needed to drive efficiency and deliver superior member service in a 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. 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 superior service members deserve.
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.