- Responsible for the receipt and logging of all complaints, issues and problems received from merchants, partners and service providers via phone or email.
- Manage and close assigned cases and complaints within defined service levels.
- Provide third level technical support to merchant, partners and service providers and drive the resolution of these technical issues with key stakeholders.
- Provide support for complex transactions, settlement and merchant structure to partners and service providers and drive the resolution to assist and educate key stakeholders.
- Provide timely adhoc and scheduled reporting to internal and external stakeholders to assist with; data integrity initiatives, internal and client projects, existing book merchant profile, terminal listings, invoicing and resolving complaints and issues.
- Run root cause analysis initiatives in conjunction with people leader to proactively identify and resolve issues.
- Provide regular updates to clients on the progress of queries, requests, issues and complaints.
- Proactively contact client groups and continue to improve the relationship with those clients.
- Responsible for accuracy of communication, data and reports provided to clients.
- Provides education and training as required to stakeholders and partners.
- Respond to merchant feedback from Fiserv initiated surveys.
- Prepare and chair governance, operations or client meetings, where applicable
- Activities to ensure achievement of individual and business KPI's.
- Adherence to Fiserv policies and procedures.
- Where applicable; follow-up/responding to merchant satisfaction surveys to address concerns, resolve issues and to ensure that the merchant is being provide an exceptional level of service.
- Where applicable; identify merchant interactions with Fiserv to assist with identifying any potential issues or concerns and proactively reach-out to gauge their Fiserv service experience.
- Where applicable; identify unsatisfied or potentially unsatisfied Fiserv merchants to identify drivers or motivations to retain/maintain their business.
- Follow-up/responding to merchant satisfaction surveys to address concerns, resolve issues and to ensure that the merchant is being provide an exceptional level of service.
- Where applicable: raise and manage daily incidents that impact white label Fiserv products. This includes identifying and assessing impacts, providing communicating and assisting with timely resolution.
- Raise inconsistencies and problems with business processes and lead/participate in the problem resolution.
- Assist in developing and writing policies and procedures, as required.
- Excellent customer service skills.
- High attention to detail
- Advanced verbal and written communication skills
- Ability to articulate complex technical resolutions to clients
- Advanced negotiation and conflict resolution skills
- Good decision-making skills
- Ability to navigate various applications and systems
- Technical comprehension skills
- Microsoft Office suite competence; MS Excel
- Time management and prioritisation skills
- 12 months experience in Technical Support, Customer Service/Success or Incident Management
- Experience in payments industry / merchant acquiring / banking & finance
- Apply using your legal name
- Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Client Service Manager - North Sydney, Australia - Fiserv
2 weeks ago
Description
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, #FiservProud 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.
Responsibilities
Requisition ID R Date posted 04/05/2024 City North Sydney State/Region New South Wales Country AustraliaCalling 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
Client Service ManagerResponsibilities:
What are we looking for?
Desired Experience and Knowledge:
Bachelor Degree accreditation - preferable
What you should know about us:
Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune magazine's "World's Most Admired CompaniesTM" 9 of the last 10 years, one of Fast Company's Most Innovative Companies, and a top scorer on Bloomberg's Gender-Equality Index, we are committed to innovation and excellence.
Our commitment to Diversity and Inclusion:
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