Client Technical Support Spcialist

Calling all innovators – find your future at Fiserv.

We’re 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, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

About the Role:

In this position, you will work in a dynamic, professional, client service-oriented environment with large enterprise financial institution clients. You will provide day-to-day support answering questions and addressing complex issues. Requests for support are received via multiple channels, including telephone, email, self-service case tools and internal business partners.
You will identify opportunities to improve the client experience that will drive business results.

About the Business:
Bank Solutions delivers comprehensive bank platforms and valuable products and services 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.

Essential Responsibilities

• Answer incoming client inquiries, primarily phone calls – At least 70% of time on average

• Under general supervision, troubleshoot, diagnose, and resolve moderately complex functional technical and/or operational problems

• Work primarily within direct Client Services team. Interact and work in partnership with other provided contacts

• Support large clients and assist with client escalations

• Effectively organize and present information to Subject Matter Experts

• Utilize the tools and systems provided to complete assigned responsibilities

• Assist new associates with internal systems and tools

• Assist with new associate mentoring and provides some internal training support

• Attain an advanced knowledge of all products within a designated domain.

• Maintain a high level of proficiency in solving client problems efficiently based on experience

• Understand technical troubleshooting approaches, tools and techniques, and maintain the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.

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:

• High School Diploma

• 2 years banking experience

Would be nice to have:

• Customer Service background in banking

• Customer-oriented approach to handing client calls/cases (via phone, e-mail, or case)

• Understanding of client expectations

• Strong written and verbal communication skills

• Strong interpersonal skills

• Ability to effectively communicate with internal and external stakeholders.

• Ability to organize and plan out time between various activities

• Execute more than one activity or task simultaneously and deliver on performance targets/expectations

• Consistent accuracy and attentiveness to detail with limited supervision

• Ability to influence clients and other associates effectively through difficult support situations

• Serve as a change agent

• Intermediate understanding of the banking/financial services industry

• Basic understanding/insight into Bank Solutions operations and offerings as well as understand what is important to Fiserv clients

• Exhibit thorough product knowledge and diagnoses/troubleshoot with limited input from others

• Ability to use summarization and simplification techniques to explain complex technical concepts in simple, clear language appropriate to the audience

• Ability to monitor, measure, and optimize individual and combined utilization of application, hardware, software, and telecommunications components to meet customer requirements.

This role is not eligible to be performed in Colorado, California, New York or Washington.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

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).

What you should know about us:

Fiserv is a global fintech leader with 40,000-plus (and growing) associates proudly serving clients in more than 100 countries. As a FORTUNE™ 500 company, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to excellence and purposeful innovation.

Our commitment to Diversity and Inclusion:

Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Warning about fake job posts:

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 business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI’s Internet Crime Complaint Center.