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Commications Specialist, Incident Communications

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You deserve to do what you love, and love what you do – a career that works as hard for you as you do. At Fiserv, we are 44,000, #FISVProud innovators, delivering superior value for our clients through leading technology, targeted innovation and excellence in everything we do. You have choices – if you strive to be a part of a team driven to create with purpose, now is your chance to Find your Forward with Fiserv. Apply today to join a company named a FORTUNE World's Most Admired Companies® for the eighth consecutive year.

Success Profile

Every candidate has their strengths, and at Fiserv, we want to match you to a career that allows you to put your best foot forward. Do you have the competencies outlined below? If so, you might be an excellent candidate to Find Your Forward at Fiserv.

  • Collaborative
  • Courageous
  • Innovative
  • Strategic
  • Trustworthy
  • Enthusiastic
  • Motivational
  • Socially Conscious
  • Results Driven
  • Productive
  • Communicator
  • Focused
  • Achiever
  • Problem-solver


  • Medical, Vision and Dental Benefits

    Comprehensive benefit plans to suit your unique needs

  • Fuel Your Life Wellness Program

    Resources to elevate your well-being

  • 401(k) and Employee Stock Purchase Plans

    When Fiserv performs well, so does your financial health

  • Employee Resource Groups

    Celebrating inclusion in the workplace

  • Providing the time off to manage personal needs

Create Together

Your Career and the Culture at Fiserv

We are #FISVProud!!

Associate Experience: Hear from Veterans of the Armed Services

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Requisition ID R-10247348 Date posted 03/14/2022 City Short Hills State/Region New Jersey Country United States

What does a great Incident Communications Specialist do?

Do you consider yourself an effective project manager, excellent communicator, and passionate customer advocate? If you are organized, comfortable with technology, and can quickly grasp technical concepts and write concise messages to communicate critical information to our clients and internal associates, you will thrive in this position. As a Client Communications Specialist focused on incidents, you will work with stakeholders across all levels of the organization to communicate and document all escalated incidents while ensuring the best customer experience during these critical situations. We work in a dynamic environment that requires the dissemination of complex information into a well written communication, identification and management of the appropriate distribution list(s), and efficient leadership of the distribution process.

Essential Job Responsibilities:

• Respond in a timely manner to incident service tasks requiring client communications

• Lead incident communication strategy discussions on technical bridge calls, interacting with stakeholders and leadership teams as part of incident response efforts

• Adapt technical information and quickly author communications, often in real time, prioritizing feedback and input from stakeholders

• Ensure communications effectively meet our clients’ needs, support our business objectives, and achieve our standards for quality, style, grammar, and accuracy

• Develop lists and distribute communications to Fiserv clients, business partners and associates using available tools and technologies

• Track status of communication deliverables and follow up accordingly, as applicable

• Own production of Root Cause Analysis communications after the incident is resolved, upon request

• Support an on-call rotation during non-core business hours, including weekends

• Assist in development of materials necessary to support the client communications team, including developing and maintaining team procedures, updating educational materials and other procedural documentation associated with automation of tasks

• Participate in continuous process improvement discussions to advocate for the client experience, improve overall service, reduce costs; provide training as needed to improve quality

• Support non-incident client communications requests, depending on workload

Basic Qualifications for Consideration:

· Excellent written and verbal communication skills

· Proficient PC skills (MS Office – Word, Outlook, Excel, PowerPoint)

· Bachelor’s Degree in English, Communications, Technical Writing, or Journalism or equivalent experience

· Minimum 2 years direct corporate communications, technical writing, or professional writing experience in a corporate environment

· Minimum 1 year experience in banking or credit industry

Preferred Skills, Experience, and Education:

• 5+ years Fiserv or banking/financial experience

• Strong interpersonal, project management and prioritization skills to handle complex communications in a rapidly changing environment

• Demonstrated experience making decisions and solving complex problems for which there may be no precedent

• Ability to work an on-call, after-hours rotation (including weekends)

• Ability to work independently and in a team environment

• Experience with ServiceNow highly desired

• Knowledge of Fiserv’s processing environments preferred

• Ability to travel (approximately 15%) and work extended hours, as needed

Who We Are:

With more than 2,300 associates, Card Services provides debit and credit processing, ATM monitoring, driving and ATM Managed Services, digital, fraud and risk, loyalty and analytics solutions and owns and operates the Accel®, STAR® and MoneyPass® Networks. We deliver financial institution and consumer-friendly payments experiences to clients through a broad array of integrated solutions.

Card Services by the Numbers:

· 5,000+ clients

· 11 billion debit, credit, and ATM transactions processed

· 67,00+ surcharge and card-free ATMs managed

· Drive 29,000+ ATMs

· 1 billion+ accounts managed

· Payment network access at 1 million+ merchant locations

· 225 million+ payment network cards participating

· Handled $1 million+ in commerce in our busiest minute

Fiserv is an Equal Opportunity Employer/Disability/Vet

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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