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Requisition ID R-10248024 Date posted 03/14/2022 City Lincoln State/Region Nebraska Country United States

Manager- Client Tech Support   Job Code: 20001015, Job Profile: Manager: Client Tech Support

Do you thrive in a dynamic, committed, and professional environment and would you like to be a part of a team that affects change? At Fiserv we celebrate diversity and want you to lead our client-facing support team responsible for servicing our financial institution clients. You will provide mentorship, leadership, workflow management and quality direction to your client support team. Do you enjoy helping your team respond effectively to client inquiries while solving problems associated with the use of our online financial service products and services? Are you ready to contribute to a meaningful role at a creative and growing company? Then we would really love to see you apply and join in our continued success.

About our Business:

Bank Solutions delivers comprehensive bank platforms and valuable services and products for community, mid-tier, and large financial institutions. Fiserv bank platforms – Cleartouch, DNA, Precision, Premier, Signature – enable banks to efficiently manage a wide range of activities such as account opening, deposits, withdrawals, loans, customer information management, and general ledger and accounting tasks. Each Fiserv bank platform has unique capabilities but they all help our clients improve customer service and streamline their back-office operations. We offer flexible technology solutions that enable financial institutions to quickly align to customers' expectations. With a modular approach to delivery, financial institutions are able to preserve platform investments while delivering both updated functionality and a consistent experience across channels. From understanding consumer needs based on the latest research to analytics and advisory services that help identify growth opportunities from accounts, payments and industry data, we help clients access and act on data to create better outcomes.

Essential Job Responsibilities:

You will lead and develop a team of client tech support representatives’ workflow by monitoring case queues, adjusting staffing needs and case assignment to ensure you deliver accurate and timely responses to our clients and meet service levels.

Provide instructional mentorship and advise how to best handle complex issues by coaching the team to be effective in our client communication.

You will analyze and resolve client problems by handling escalated items and aiding the client support representatives in finding the best solutions.

Interface and maintain an excellent working relationship with other internal departments and clients while working on and completing client requests.

Write and deliver performance appraisals for team members, coach and mentor, and work through performance improvement plans.

You will conduct ongoing reviews of existing procedures and processes and write and implement new or revised procedures / processes to ensure or improve the quality and efficiency of department.

You can courageously lead a team, making tough decisions and owning those decisions

You can help the team understand strategic direction and metric driven performance and how it relates to the business goals

You can multi task and handle multiple priorities with superb attention to detail in a high-energy and agile environment

Can collaborate with all levels associates and managers for both internal and external customers

You are responsible for providing on-call support after hours as needed to ensure our customers' successful operations.

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Required Qualifications:

4 year degree

8+ years of customer service experience

4+ years’ experience managing a team

Has excellent problem solving, change management, mentorship and development, communication and interpersonal skills

In order to protect our Fiserv community, Fiserv requires all newly hired employees in the United States to be fully vaccinated before their start date. Proof of vaccination will be a condition to hiring. Fiserv complies with all applicable laws regarding the reasonable accommodation of individuals with disabilities and/or sincerely held religious beliefs.

This role is not eligible to be performed in Colorado
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