Fiserv Manager, Client Service Management in Brookfield, Wisconsin

Position Description

  • Have you managed a high performing team in Financial Services? Do you have deep knowledge of BillPay? If so, read on- this may be the job for you.

o In this position Associates are responsible for ensuring the client’s satisfaction with the Service component of their relationship with both internal and external constituents. Associates will be assigned a line of business for operational service support and overall client oversight. Through in-person meetings and direct phone contact, Associates will identify the client's (internal and external) expectations; remain attuned to changing demands and assume a leadership role in advancing the clients' knowledge and satisfaction with the Fiserv Customer Solutions group. Associates must understand the financial services industry; the technology that drives electronic commerce and the impact of problems. A Manager of Client Service Management knows how to deliver solutions and is considered a business partner with the clients.

Business Description:

This position requires managerial and leadership skills with not less than 5 years experience in a Financial Services based industry. The associate in this role will be expected to partner across multiple business lines and when and where necessary, conduct on-site, in person meetings with higher level executives both internal and external to Fiserv. The candidate must possess strong organization skills, the ability to balance multiple projects, and the ability to meet and often exceed deadlines. In addition the associate must be able to work in a fast paced and highly volatile environment

Essential Job Responsibilities:

o Conduct performance appraisals as required by Fiserv’s Performance Appraisal Process

o Coach, Mentor and lead team as to the achievement of desired performance targets

o Provide team with direction and ensure a formalized communications process via staff meetings and one on one discussions

o Ensure the team’s compliance with the Fiserv Code of Conduct, T&E and all other relevant HR policies

o Ensure the execution of the prescribed strategy across the assigned sphere of influence

o Ensure the management of the end to end resolution of escalated client service issues that pertain to the products and services supported and delivered by Customer Solutions

o Ensure an effective partnership with our CS Operations, CS Back Office, CS Support, Product, Sales, Account Management, and Technology colleagues in an effort to ensure Customer Solutions is enabled to support its prescribed businesses in an efficient and effective manner

o Ensure the delivery of a proactive/consultative service experience to our FIs, Billers, Agents, and subscribers, etc. (based on LOB assignments) that meet and frequently exceed their expectations

o Partner with CS Operations Readiness and Implementation to ensure the seamless transition of new clients from Implementation to BAU support

o Partner with CS Operations Readiness, Project Management and Quality to ensure the Operational Readiness of all clients subscribing to services supported by Customer Solutions, per the assigned LOB

o Manage the accountability for the overall service experience of the clients under team’s management

o Manage the team to ensure Client Satisfaction goals are attained and maintained throughout the year

o Ensure the team provides a proactive and consultative approach to the client’s overall service experience with Customer Solutions and Fiserv via on-site visits and regularly scheduled phone conferences

o Partner with Implementation to ensure a smooth transition of new/incoming business as necessary

o Develop relationships with various business partners through on-site visits and phone calls to resolve and avoid problems

o Ensure the management of the end to end communications process as it pertains to resolving client problems addressing their needs and meeting the expectations

o Work closely with our business partners to coordinate the implementation of new products and enhancements with the business systems, conversions, operations and systems and programming groups

o Identify additional revenue opportunities

o Become a Subject Matter Expert as it pertains to the product suite of the assigned LOB/Client portfolio

o Demonstrate a command of the financials as it pertains to the assigned client/LOB portfolio

o Live the Fiserv Values / Customer Solutions Service Management Culture Statement

o Model the Code of Conduct and Quality in Daily Work

Required Qualifications:

Education:

  • Bachelors Degree strongly preferred

Job Related Experience:

  • 5 years experience in an area of bank operations, i.e. e-commerce, lending, savings, or special software applications

  • 3 years experience using Fiserv systems is a plus

  • 5 years experience with customer service/contact experience, preferably in a financial institution environment

  • Extensive experience in establishing and conducting face to face relationship-based meetings with managers and executives within your assigned portfolio

Travel Required:

  • 10-30%

Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.