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Position DescriptionWhat does a great Client Technical Support Rep, Senior level do?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.As a Client Technical Support Representative, Senior, 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
Acting as a liaison between client and Fiserv Card Services department
Sharing standard methodologies with other customer service claim teams
Responding to client 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 excellence 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
Basic qualifications for consideration:
High School Diploma or equivalent required. Bachelor's degree preferred.
Previous experience in Financial Services institution is preferred.
Minimum of 5 years of call center or help desk experience is required
Excellent customer service and active listening skills
Superb communication Skills (verbal and written).
Demonstrated experience working well in a close team environment.
Strong attention to detail with the ability to multi task and support the needs of multiple clients simultaneously, following up with clients as needed.
Ability to make decisions and solves problem that range in complexity. Significantly complex technical issues will be referred to second level support team.
Solid PC (MS Office) skills and the ability to type 35 wpm or greater
Learn more about us.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 sixth consecutive year, we are committed to excellence and purposeful innovation.In this role you will be aligned with our card solutions team. Card Services authorizes and settles point-of-sale (POS) and ATM transactions, monitors and drives ATMs, provides nationwide switching of debit, credit, prepaid and ATM transactions, and owns the Accel® Network. We provide clients with proven solutions to maximize profit, reduce cost, and mitigate risk.We welcome and encourage diversity in our workforce. We are an equal opportunity employer/disability/vet.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.