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Position DescriptionWhat does a great Supervisor, Client Support do?You will work in a collaborative, dynamic and customer service-oriented environment. You will provide coaching, leadership and workflow management for customer service individuals focused on providing outstanding client service and support.The Disputes team is responsible for supporting the back office needs of Card Services’ clients throughout the US. Clients are financial institutions that utilize Fiserv debit card processing and Debit Card Services to manage their dispute processing needs.You will manage a team of leads and front-line staff. This includes day-to-day activities for the team, administering company policies, ensuring the department meets our dedication to customers to meet service level agreements and provide outstanding customer service.You can look forward to these essential responsibilities:
Maintain daily, weekly and monthly department metrics and reporting.
Complete employee performance appraisals; ensure annual employee personal development plans are created, enacted and reviewed; approve and monitor employee performance goals in conjunction with department manager; facilitate and resolve employee issues.
Participate in and lead improvement initiatives for the department.
Ensure the completion of performance quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance.
Lead the steps for successful interviewing, hiring, and on-boarding of new employees; create training plans for new staff.
Provide direction and coaching to support associates’ career goals.
Conduct ongoing reviews of existing procedures and processes and write and implement new or revised procedures.
Excel in supporting Fiserv leadership expectations by acting as an advocate, effectively and efficiently implementing change, consistently act on behalf of our internal and external clients and facilitate collaboration within own team and amongst others.
Are you looking for an opportunity where you can marry your real passion for working with clients with your motivation to make a difference with our associates? Do you love showcasing your positive relationship management, interpersonal and communication skills? Do you thrive in a dynamic, committed, and professional environment and would you like to be a part of a team that effects change? Then we want to hear from you.Basic qualifications for consideration:
High School diploma or equivalent required.
3 years of client services experience (EFT, finance, banking or similar industry preferred).
1 year of supervisory or lead experience.
Ability to travel up to 10%.
Excellent problem-solving, research and organizational skills.
Excellent verbal and written communication skills. Ability to prepare and analyze data in a logical manner and be able to summarize findings to both a technical and non-technical audience.
Must be highly motivated and eager to learn.
Uses sound judgment and experience to solve highly complex problems.
Ability to prioritize and manage multiple projects concurrently.
Ability to work independently with minimal supervision.
Ability to work extended hours, as needed.
Preferred qualifications for consideration:
Advanced knowledge of Visa, MasterCard and EFT processing systems and operating rules.
Strong knowledge of Electronic Funds Transfer industry and processing.
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.
