Complaint Management Advisor

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Job Title

What does a successful WFMS Complaint Management Associate do at Fiserv

You will be responsible for reviewing calls in Verint to determine if the customers concern rises to the level of a complaint. All complaints must be acknowledged within 24-48 hours and resolved within 10 business days. The expectations of this position are set by our bank partner Wells Fargo. All reviewers must meet the inner boundaries of 95% quality. You have the ability to improve the prior merchant experience and retain our customers.

What you will do:

• Evaluate and follow-up on complaint calls identified by Verint and Self reporting.
• Create Track and Report complaint tickets in Remedy.
• Work with team members and management to ensure timely resolution of complaints.
• Attend operational training classes to sustain knowledge of all departments and procedures.
• Act as Subject Matter Expert on the complaint process.
• Adhere to the established inner and outer quality boundaries of 95%
• Responsible for acknowledgement of work within 48 hours and closure within a 10-day SLA.

What you will need to have:

• 2 years prior customer service experience.
• Experience prioritizing workflows to meet critical deadlines and SLAs.
• High School Graduate/GED

What would be great to have:

• 2 years prior merchant services experience
• Bilingual Spanish/English
• Pricing and Interchange knowledge
• MSA Remedy Client Line Business Track Merchant Manager Microsoft Teams Excel and Word RAM & FDPOS knowledge
• Project Management background

Salary Range:

These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.

It is unlawful to discriminate against a prospective employee due to the individuals status as a veteran.

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).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion national origin gender gender identity sexual orientation age disability protected veteran status or any other category protected by law.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process please contact. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiservs Disability Accommodation Policy for additional information.

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