Manager, Client Technical Support

Fiserv

Position Description

What does a great Client Technical Support Manger do?

Do you thrive in a dynamic, committed, and professional environment and would you like to be a part of a team that affects change? At Fiserv, we celebrate diversity and want you to lead our client-facing support team responsible for servicing our financial institution clients. You will provide mentorship, leadership, workflow management and quality direction to your client support team. Do you enjoy helping your team respond effectively to client inquiries while solving problems associated with the use of our online financial service products and services? Are you ready to contribute to a meaningful role at a creative and growing company? Then we would really love to see you apply and join in our continued success!

As a Client Tech Support Manager, you can look forward to:

  • You will lead and develop a team of client tech support representatives’ workflow by monitoring case queues, adjusting staffing needs and case assignment to ensure you deliver accurate and timely responses to our clients and meet service levels.
  • Provide instructional mentorship and advise how to best handle complex issues by coaching the team to be effective in our client communication.
  • You will analyze and resolve client problems by handling escalated items and aiding the client support representatives in finding the best solutions.
  • Interface and maintain an excellent working relationship with other internal groups and clients while working on and completing client requests.
  • Write and deliver performance appraisals for team members, coach and mentor, and work through performance improvement plans.
  • You will conduct ongoing reviews of existing procedures and processes and write and implement new or revised procedures / processes to ensure or improve the quality and efficiency of department.
  • You can courageously lead a team, making tough decisions and owning those decisions
  • You can help the team understand strategic direction and metric driven performance and how it relates to the business goals
  • You can multitask and handle multiple priorities with superb attention to detail in a high-energy and agile environment
  • Can collaborate with all levels associates and managers for both internal and external customers
  • You are responsible for providing on-call support after hours as needed to ensure our customers' successful operations.

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.

Required Qualifications for Consideration:

  • Bachelor’s degree in business, finance or related fields of study
  • Minimum of 8 years of customer service experience
  • 4+ years of experience managing a team
  • Prior experience with problem solving, change management, mentorship and development, communication and interpersonal skills
  • Experience working with client service systems such as case management systems.
  • Leadership skills and ability to motivate employees to perform at peak standards

Preferred Qualifications:

  • Strong familiarity of banking industry
  • Knowledge of Fiserv business and products
  • Experience working and managing a team in a contact center environment
  • An understanding of basic helpdesk knowledge and familiarity with ITIL model and case management
  • Experience with both B2B and B2C customers

Learn more about Fiserv:

To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options.

We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.

Life moves fast. And as it does, we know most people aren’t thinking about “financial services” But we are.

We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the seventh consecutive year, we are committed to excellence and purposeful innovation.

In this role you will be aligned with solutions to our banking customers. We deliver comprehensive bank platforms and value-added products and services for community, mid-tier, and large financial institutions. We offer flexible technology solutions that enable financial institutions to quickly align to customers' expectations. With a modular approach to delivery, financial institutions can preserve platform investments while delivering both updated functionality and a consistent experience across channels.

From understanding consumer needs based on the latest research to analytics and advisory services that help identify growth opportunities from accounts, payments and industry data, we help clients access and act on data to create better outcomes

Fiserv bank platforms – Cleartouch, DNA, Precision, Premier, Signature – enable banks to efficiently manage a wide range of activities such as account opening, deposits, withdrawals, loans, customer information management, and general ledger and accounting tasks. Each Fiserv bank platform has unique capabilities, but they all help our clients improve customer service and streamline their back-office operations.

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran

Explore the possibilities of a career with Fiserv and Find Your Forward with us.


Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.

Job ID: 6055

Posted 17 days ago

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