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Card Services Representative
Fiserv
Frisco, TX, United States
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Job Title CSR Card Services Representative
CSR Card Services Representative
Location: Frisco, TX
Find Your Forward at Fiserv, a Fortune™ 500 company, and join the industry leader in financial services technology. You’ll find a reciprocal environment that values collaboration and flexibility. Our rare combination of expertise and creative spirit helps us deliver the most comprehensive financial solutions to banks and businesses worldwide.
What does an exceptional Card Services Representative do?
Do you have a background in back-office banking or card services operations? Our Express Client Services team is responsible for supporting the operational needs of Card Services’ clients throughout the US. Our clients are Financial Institutions (FIs) that utilize Fiserv debit card processing products and services. Our group provides phone and email support in areas such as ATM/debit card production and processing, settlement, out of balance, reports, database set-up, client notifications and file transmissions. Each Client Service Representative should have an understanding our product/services and utilizing various systems and platforms to service the client inquiries and support requests while working closely with various internal groups in the US.
As a Card Services Representative, you can look forward to:
• Answering incoming calls and inquiries from our customers, sales and account management to resolve customer questions and concerns.
• Providing accurate information and quality customer service.
• Researching customer inquiries utilizing company resources and document customer conversations, information, questions, corrective action/answers, and product orders in the tracking application
• Resolving problems by researching and working with other departments.
• Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution.
• Meeting individual customer service call volume and quality expectations.
• Providing support for Account Executives as assigned.
• Sharing standard methodologies with other customer service claim teams.
• Responding to non-routine inquiries through phone or e-mail contact with customers and prospects about the company’s products or services.
• Promoting and maintain positive customer relations utilizing service quality techniques.
• Participating in meeting team goals for service, quality and cost.
• Participating in and support company-wide initiatives such as continuous operational improvement in order to improve service, reduce costs, and improve quality.
• Strong attention to detail with the ability to multi task and support the needs of multiple clients at a time, following up with clients as needed.
• Able to resolve an issue, and understand when to advance to the next level support versus handle them directly.
Required Qualifications:
Education:
• Bachelor's degree in business is preferred or High School Diploma required. Will consider equivalent experience in back-office banking or card services operations in lieu of degree.
Basic Qualifications:
• 1+ years experience in back-office banking or card services operations; or a financial institution with a focus on knowledge of Credit and Debit Card Transactions. (i.e. system navigation, reports, settlement, card management, and corrections or adjustments)
• Confirmed experience handling large volume of inbound calls daily. (30-100)
• Excellent customer service and active listening skills.
• Superb communication (verbal and written) skills.
Preferred qualifications:
• Client support experience in additional financial operational areas such as ATM/debit card production and processing, settlement, out of balance, reports, database set-up, client notifications and file transmissions.
• Tier 1 support experience that is client/customer facing.
• Experience working with Avaya, Service Point, or Client Central systems and applications.
• Previous experience supporting Visa MasterCard or debit networks.
• Experience handling complex technical issues and knowing when to raise to tier 2 support.
• MS Office skills and with ability to type 35 wpm or greater.
Who we are:
The Card Services business at Fiserv provides complete debit, credit, and ATM payment services to financial institutions as well as Accel®, a premier payments network. Our products, services and strategies enable our clients to maximize revenue, increase customer acquisition, improve retention, reduce expense, minimize risk and increase share of wallet.
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.