Customer Service Professional

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

Customer Service - Professional
Enterprise Account - Customer Service – Professional (24 x 7)

Responsibilities

Responsible for providing support both voice and non-voice to enterprise clients with proactive outreach, interaction and timely responses to service requests and product solutions
Regular client interlocks involving technology, product, operations and business teams between Fiserv and the client
Liaison between Fiserv and its clients/customers, working to resolve problems and ensure services and solutions are delivered as expected
Responsible for ensuring adherence to Key metrics such as
Responsiveness – Operations, BAU, Client Advisory
Timeline commitments – Work Requests
SLA management
Complaints / Escalations
Act as a point of contact for issues and co-ordinate with multiple internal stakeholders for effectively resolving client queries and issues
Monitor and measure Client satisfaction through NPS and LTR measures
Demonstrate of a high degree of personal ownership for end-to-end resolution for issues, with root cause analysis and permanent fixes
Requirements

Experience of at least 5 years in customer service operations role for merchant acquiring or payment services companies
Understanding of Merchant Acquiring business, POS terminal operations, and knowledge of hospitality payment solutions would be preferable
Ability to manage, track, monitor and communicate with various external stakeholders such as clients, vendors etc.
Self-Driven Change agent with a positive customer focused attitude, to lead improvement and transformation at an organization level.
Excellent interpersonal and communication skills
This is a position to work in off business hours shifts – 6 PM to 3 AM, and 2 AM to 11 AM
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:

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 law enforcement.