Client Service Representative

Calling all innovators find your future at Fiserv.

Were 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 were involved. If you want to make an impact on a global scale come make a difference at Fiserv.

Job Title

What does a successful Client Service Representative do
A successful Client Service Representative serves as a trusted partner between our large financial services clients and Fiserv ensuring every interaction reflects our commitment to being Partners in Possibility. You will champion client needs enabling seamless financial services experiences for millions of end users. You will collaborate closely with cross-functional teams to deliver high-quality consistent service for an assigned client portfolio. You will actively seek ways to improve client satisfaction and operational performance while living our values to create with purpose and deliver on the promise of one Fiserv.

What you will do:

• Own and resolve ticket and customer enquiries for an assigned client portfolio in a timely controlled manner
• Reduce new-ticket volumes and lower open tickets through proactive case management
• Act as the client champion and advocate inside Fiserv ensuring service delivery meets or exceeds agreed KPIs and SLAs
• Drive improvements in client satisfaction and likelihood-to-recommend scores for the global financial brands we support
• Monitor operational performance identify trends in client enquiries and incidents and implement plans to reduce future query levels
• Track and manage incidents identify root causes and implement preventative measures
• Liaise with cross-functional teams and management to improve operational efficiency and effectiveness
• Deliver client education and training for new and existing users and produce and maintain SLA and operational performance reporting
• Provide on-call bank-holiday and weekend support on a rotational basis

What you will need to have:

• Proven client focus with the ability to identify empathize with and satisfy client needs
• Clear conciseverbal and written communication skills in Spanish Portuguese and English
• Strong attention to quality and detail with effective time-management and prioritization skills
• Proficiency with Microsoft Office and comfort working in a technology-based (fintech) environment
• Demonstrated ability to perform under pressure meet tight deadlines and work both independently and collaboratively

What would be great to have:

• Background in banking payment processing or payments-related customer service
• Experience supporting large enterprise or financial institution clients
• Familiarity with incident management tools ticketing systems and SLA reporting
• Exposure to operational performance metrics KPIs and continuous improvement initiatives
• Experience delivering client training enablement or education programs

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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 Diversity and Inclusion:

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.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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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 Fiserv email address.