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Supervisor, Client Technical Support
Fiserv
Portland, OR, United States
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Job TitleSupervisor, Client Technical Support
Do you thrive in a dynamic, committed, and professional environment and would you like to be a part of a team that positively effects change? Are you up for a challenge of driving client experience forward?
You can “Find Your Forward" as part of our team at Fiserv, a FORTUNE™ 500 member, and you will join the industry leader in financial services technology. With more than 23,000 associates around the world, we’re pushing the boundaries of what’s possible in our industry with deep expertise and a dedication to innovation.
It is an outstanding time to join Fiserv and take on a rewarding and challenging role that helps to drive significant change in a rapidly evolving and growing organization.
What and extraordinary Supervisor, Client Technical Support does:
In this position, you will work in a collaborative, dynamic and customer service oriented environment. You will provide mentoring, leadership and workflow management for a team of customer service individuals passionate about providing extraordinary client service and support.
Essential Job Responsibilities:
• Supervise day to day activities of client services representatives in resolving client technical and operational problems
• Handle and document critical customer complaints to assure speedy resolution and client satisfaction.
• Coordinate the implementation of new products and enhancements with the business systems, conversions, operations and system and programming groups.
• Prepare department statistics and reports as requested by senior Fiserv management.
• Develop relations with the clients through visits and phone calls to resolve and avoid problems.
• Collaborates with other departments to resolve product and support issues.
• Documents problems and corrective procedures.
• Attends on-going training to achieve level of technical skill needed to solve problems that are more complex as well as new product training.
• Maintain applicable functional understanding of EFT products, services and tools
• Provide after-hours support.
• Ensure required Audit/Security directives are followed with customer data.
• Provide CR support.
• Responsible for staff development and promotion through the use of annual performance reviews, service observations, and client surveys.
• Determine appropriate plan of action/communication during SEV issues. Includes client communication and escalations.
• Coordinate department training and documentation.
• Conduct ongoing reviews of existing procedures and processes and write and implement new or revised procedures.
• Excel in supporting Fiserv leadership expectations by acting as an advocate, effectively and efficiently implementing change, consistently act on behalf of our internal and external clients and facilitate collaboration within own team and amongst others.
• Ability to manage remotely.
Basic qualifications required for consideration:
• Bachelor’s Degree or equivalent experience in lieu of degree
• Minimum of 5 years of financial services, network processor, card services, client services and help desk or call center experience
• 3 years of supervisory/management experience
• Excellent problem-solving, research and organizational skills.
• Excellent verbal and written communication skills. Ability to prepare and analyze data in a logical manner and be able to summarize findings to both a technical and non-technical audience
• Strong relationship management and collaboration skills; strong conflict management skills and experience effectively managing through challenging situations with diplomacy and tact.
• Strong attention to detail with the ability to multi task and support the needs of multiple clients simultaneously, following up with clients as needed
Travel Required:
• 15%
Who We Are:
Credit Union Solutions provides integrated account processing solutions for more than one-third of the credit union marketplace, building an innovative 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.