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Associate Experience: Hear from Veterans of the Armed Services
Product Support Advisor (1: Core Acquiring & Select Products, 2: Global Digital Commerce, 3: Enterprise Offerings, 4: Clover, 5: Hardware & Financing Programs, 6: Prepaid, 7: Security & Fraud Services)
What does a great Product Support Advisor do?
The Bank of America Product Support Advisor is aligned with specific product families within Fiserv and has set Product Advisor counterparts within Bank of America to support their end-to-end lifecycle activities related to Fiserv Products. The Product Support Advisor reports to the VP, Channel Enablement for the Bank of America relationship, has no direct reports and works under general supervision. This position includes significant internal and external client and market interaction, and as such requires strong professional presence, communication, and decision-making skills. The role includes:
- Ensuring bank has the information needed to commercialize new products and enhancements to existing products
- Assisting bank with Product related operational questions and research
- Manage all lifecycle changes related to Fiserv products and services impacting bank
- Communicate all Product change information in a consistent way
- Support bank Product team to understand products and changes to products
- Work closely with the Fiserv product families and the DSR teams to understand products and changes impacting bank
- Responsible for driving complex, high visibility product issues and escalations to resolution, partnering with Product Owners, Operational teams, and Senior Leadership as appropriate
- Build strong partnerships with the bank and internal product and operational teams to ensure smooth execution and delivery of product needs and value add services.
- Identify opportunities to streamline product processes and improve efficiency
- Develop product subject matter expertise over time to better support bank partners
- Facilitate small group sessions as needed to educate bank constituencies
- Provide RFP assistance to the bank and track billable Subject Matter Expertise hours
You are someone who has:
- The ability to communicate crisply, professionally, and effectively with internal and external stakeholders.
- Strong organizational and interpersonal skills with excellent follow-up skills and attention to detail.
- The ability to analyze and solve complex problems.
- High School graduate
- Minimum 5 years in payments/merchant business and familiarity with acquiring products and services
- Minimum of 2 years prior work experience in product management, payment processing, implementations, or client services.
- Strong analytical skills, adaptability, and the ability to adjust to atypical issues/opportunities
- Experience interacting with internal and external customers at all levels
Preferred Skills, Experience and Education:
- Bachelor’s degree in Business, Engineering or Marketing
- Ability to function in a matrix organization and partner with other functions to build solid relationship and deliver results
- Proficiency in Microsoft Office products (Excel, PowerPoint, Word)
- Demonstrated ability to handle multiple projects simultaneously
Travel: Up to 15% (Post COVID)
***Potential for up to 50% travel to client and internal meetings, qualifying role as work from road.
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