Senior Client Support Specialist

Calling all innovators – find your future at Fiserv.

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Senior Client Support Specialist - 2nd Level - Liberty Lake

A Senior Client Support Specialist provides second level support to the Client Managed/Small Business operations teams through transferred calls from front level associates. Senior Support also processes email requests from our business and bank partners. Critical change processing and audit functions reside within the role. All work must be resolved with a high level of focus on client satisfaction, timely and appropriate communication to partners along with ensuring risk mitigation and revenue retention for Fiserv. This position impacts the financial success of the organization.

Essential Functions

• Handle escalations from business partners and Bank of America or Fiserv Leadership in a professional manner, displaying tact and diplomacy
• Manage repricing activities and ensure accuracy of account information
• Conduct follow up activities to ensure satisfaction with client, internal partners and external bank partners
• Quality Control processes are followed to ensure accurate resolution, mitigate client financial impact and reputational loss for Fiserv
• Act as subject matter expert support for special projects/meetings
• Acts as a voice of the customer and a champion of operational and business needs by recognizing process failures/improvements and escalate appropriately, often with suggested improvement plan

Skills

• Exceeds in Business Objectives or Development Goal ratings in current Fiserv role
• Demonstrated ability to handle assigned tasks under stringent timeframes, while maintaining a high degree of professionalism and accuracy
• Resourceful at finding the right business partners to support day to day work, escalations and project related requests. Ability to not only identify correct resources, but ensure full engagement and thorough follow through
• Acts with integrity and communicates to peers, managers and key stakeholders in an appropriate and positive manner
• Strong knowledge of products, systems, service model and segment support
• Ability to comprehend complex procedural information, including demonstrated ability to analyze account information
• Demonstrate superior problem solving and troubleshooting skills
• Recognize each other’s strengths and development needs
• Collaborates and encourages others
• Team player
• Ability to work independently with minimal supervision
• Creates positive energy in the face of challenges and inspires others to follow his/her lead
• Willing to work a flexible work schedule
• Constructively handles disagreements or conflicts to reach a win/win situation
• Communicates clearly:
  • Listens actively to others
  • Engages in and encourages two-way dialogue, selects the right level of communication for the audience
  • Openly shares information and is open to the thoughts and ideas of others
  • Ability to simplify/explain the complex

Experience

·        At least one year of experience with merchant processing with Fiserv or Bank of America Merchant Services

·        At least one year of second level support experience in the Merchant environment

·        Meeting in Business Objectives or Development Goals for current Fiserv role

·        Meeting attendance expectations in current Fiserv role

Tools

·        Microsoft Office Suite Products

Physical Requirements

·        Works in an office environment involving sitting most of the time at a desk in front of a computer. The worker is subject to close visual acuity to perform activities such as preparing and analyzing data and viewing a computer screen to read and enter data.

Travel

·        Infrequent travel may occasionally be required for training or meetings.

Regulatory Requirements

·        Responsible for supporting regulatory requirements under the Bank Secrecy Act, USA Patriot Act, OFAC and other Anti-Money Laundering laws, rules, and regulations.

Salary Range

These pay ranges apply to employees in Colorado, Hawaii and Washington. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.

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).

What you should know about us:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune ® magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence.

Our commitment to Diversity and Inclusion:

Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law. 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.

Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI’s Internet Crime Complaint Center.