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Associate Experience: Hear from Veterans of the Armed Services

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Requisition ID R-10275384 Date posted 07/08/2022 City Nenagh State/Region Tipperary Country Ireland

Join Fiserv as a Merchant Customer Services Associate and as part of our EMEA Operations team, and springboard an exciting career within Fiserv, one of the world’s largest Financial Technology companies (‘FinTech’)

We will reward you with a highly competitive financial package, rewarding benefits and invest in you as our most important assets to ensure you have the skills, knowledge and training to deliver world class customer service to our growing pool of dynamic Merchant businesses

The role

We are currently seeking high calibre individuals to fulfil hugely exciting front-line roles interacting with our Merchant businesses. These new roles will be focussed on supporting our merchants locally in Ireland. (question on this, have only seen UK merchants so far)

This new Operational Hub will complement our existing dedicated Customer Service centres located in UK, Germany & Poland as we truly make our organisation the very best for client experience and satisfaction globally.

This exciting new role will carry direct responsibility for delivering world class customer service, technical support and experiences. You will be taking ownership of the Merchant business interactions, through telephone, e-mail or web chat based media, as determined by the Merchants’ preference and ease of communication

Role responsibilities include:

  • Providing world classtechnical supportand customer service.

  • Communicating effectively with different types of Merchant businesses and at various levels within these businesses, ranging from a Sole Trader, Partner, Owner, CEO or fellow associates

  • Recognising, understanding and delivering first point of contact resolution to a range of varying situations and Merchant needs to ensure we deliver the right solution the first time every time.

  • Possessing a calm, clear and confident communication style with a sense of ownership and passion for delivering world class customer service at all times.

  • Acting as an ambassador for the Fiserv brand in every interaction

  • Supporting, identifying and resolving technical problems associated with our terminal devices such as our award winning Clover terminal devices.

  • Working in a dynamic fast paced environment where you are ready to step outside your comfort zone from time to time.

  • Being very comfortable working with computers and able to work with multiple systems, while learning and adapting to new ones.

  • Demonstrating strong technical ability, mindset and skills – training will be provided on internal systems and our award winning Clover terminals

  • Liaising with internal departments where required, capturing clear and concise records of all interactions with Merchants

  • Promoting completion of Merchant feedback surveys and where required transferring calls in a professional and competent manner to ensure seamless delivery of world class service by owning all interactions end-to-end

We will provide all requisite training to ensure adherence to relevant financial regulations and the skills to exceed defined monthly goals and objectives.

What do we offer?

  • A highly competitive local salary

  • Hybrid working

  • 22 days holiday + bank holidays pro rata

  • A clear and defined career path with global opportunities for development and progression

  • Coaching, support, mentoring, training and development opportunities

  • Competitive and highly rewarding incentives and benefits package, including health care

What skills do I need?

Fiserv is looking for highly focussed, technically minded engaged, passionate, empowering and innovative individuals to join us. 

You will need to be able to multi-tasking across multiple skills and love customer interactions and relationship building.

The below skills are additional pre-requisites;

  • Technical mindset and comfortable using multiple systems.

  • Quick thinking and resilience under pressure

  • Previous Contact Centre experienced – (Preferred)

  • A flexible can-do approach and attitude to evolving customer needs and activities

  • Excellent verbal and written communication skills

  • Enhanced listening skills and attention to detail

  • Exemplary customer service skills

  • Ownership and ability to take accountability

Do I need any additional interpersonal skills?

  • Empathy - Being able to put yourself in the Merchant’s seat; every interaction will be different with some being more challenging than others

  • Problem solving – This is vital for this position, whether it is collecting a payment, agreeing a payment plan, solving a technical problem or listening to a Merchant’s wider problems you will need to be able to think on your feet and act accordingly

  • Organisation skills – Ensuring that you are well organised, understand the importance of punctuality, have great time management skills and can multi-task across multiple systems or platforms whilst maintaining a seamless communication with Merchants

  • Communication – Able to listen, observe, acknowledge, empathise, understand and act on a variety of issues that a Merchant could have in a professional, friendly and positive manner

Who are we?

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. Our c.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.

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.

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.

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin or disability

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