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Manager, Client Technical Support
Fiserv
Salt Lake City, UT, United States
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Job TitleManager, Client Technical Support
Want to be a part of a team that effects change? Join our team and see why Fiserv is one of the Most Admired Companies!
What does an excellent Manager of Client Technical Support do?
In this position, you will work in a dynamic, professional, customer service-oriented call center environment, servicing financial institution clients. You will provide coaching, leadership, workflow management and quality direction to customer support representatives responding to customer inquiries / solving problems associated with the use of our online financial service products and services.
You will Manage workflow of Level 1 customer support representatives to ensure timely and accurate responses are delivered to clients Monitor phone and case queues to ensure client calls and cases are handled in a timely manner, adjusting staffing where needed and / or assigning cases when needed to ensure service levels are met. Provide instructional guidance to CSRs for handling complex issues; analyzing and resolving problems for customers by aiding the CSR to determine and explaining the best solution for the problem. Interface with other internal departments and/or clients to follow up on customer requests. Handle escalated calls / requests, from clients. Develop and maintain an excellent working relationship with internal/external customers. Review associate’s performance against all areas of job function requirements and behavior expectations. Provide timely feedback to ensure associates have a clear understanding of their current performance, as well as coaching for performance improvement where needed. Provide direction and coaching to support associate’s career goals. Write and deliver performance appraisals for team members. Provide after-hours support and on-call basis, as needed. Conduct ongoing reviews of existing procedures and processes and write and implement new or revised procedures / processes to ensure or enhance the quality and efficiency of the department. Know and conduct business in accordance with Fiserv’s quality programs and standards. Maintain safety standards throughout the areas of this position’s responsibility. Complete other minor and major projects on behalf of your team or the department, as assigned.
Required Skills
• Minimum 3 years of customer service experience in a call center environment, Minimum 2 years of management experience
• Education:High school diploma or GED, College Degree or Equivalent Work Experience
Additional Skills/Knowledge:
• High ability to multi task and manage multiple priorities
• Excellent attention to detail required
• Strong critical thinking / problem resolution skills
• Excellent verbal and written communication skills
• Strong change management skills
• Strong coaching and development skills
• Familiar with ITIL model and case management experience preferred
• Excellent interpersonal skills including ability to maintain professional presence at all times
• Ability to interface with all levels associates and managers for both internal and external customers
• Must be able to manage a fast-paced environment, with daily processing efficiency requirements
• An understanding of basic helpdesk knowledge
• Ability to work effectively with minor supervision
• Must be able to thrive under pressure
• Experience delivering customer service to both B2B and B2C customers preferred
• Experience in a banking or financial services environment preferred, but not required
Business Description:
Credit Union Solutions at Fiserv 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.