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Client Operations Support Representative
Fiserv
Alpharetta, GA, United States
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Job Title
Client Operations Support Rep
What does a great Client Operations Support Rep do?
For the Client Operations Support Rep there are two primary job functions. The first function is completing communication requests and sending to clients and internal associates. Communication requests include topics such as system alerts, planned informational bulletins, release information and training information. You would be working with Client Services Managers, Product Development and Service Notifications team members to gather data needed to complete publications. Preparing and sending publications include using the standard communications template, selecting the correct audience and including attachments as needed. Some communication projects are short and only require one publication, while others are lengthy and require 30+ publications over several months. An example of a planned communication is, a Client Services manager submits a request to send all Retail Online and Business Online clients a bulletin advising them that system maintenance will be completed on January 6, 2017 from 1 A.M. Central Time to 4 A.M. Central Time. The writer will compose a draft, send back to the requestor for approval and complete all processes in FACETS/ServicePoint to send the communication. The second function is sending client communications (alerts) regarding incident management events (system latency/outages/missed SLA’s). These communications are critical and must be completed quickly and accurately while working with Client Services Managers (via phone calls) to obtain details and client audience.
You can also look forward to these additional responsibilities:
• Maintain their project statuses in Service Notification project database
• Work with teammates to assist in approving publications they have prepared
• Review, edit and complete operational reviews that Client Services Representatives prepare
• This role is critical to the Client Services and Operations team as we are the communication conduit between Fiserv and our clients.
• While this role is fast paced and consistently busy, it is very rewarding to know we provide all the information clients need to know about service events, release implementations, business continuity, compliance information and so much more.
• This position allows you to work independently and in a team all in one! We work together to review all communications that are prepared and assist each other as needed to support our strong team environment.
Basic qualifications for consideration:
• Minimum of 2 years' experience with professional writing
• Minimum of 2 years' experience in writing, proofing and distributing communications to external clients and internal stakeholders
• Minimum of 2 years' experience with creating and sending Incident Management communications
• Strong Microsoft Office, Word, Excel, Adobe Professional skills
• Work out of the Alpharetta, GA office location
Preferred qualifications for consideration:
• Bachelor’s degree in English or Writing
• Strong organization skills
• Multitasking and ability to prioritize projects to meet challenging and changing deadlines
• Communication – comfortable talking to people, managers and associates/teammates
• Local candidates
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.