Supervisor Client Operations

Supervisor Client Operations

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.

About the role:

You will provide mentorship, leadership, workflow management, and quality direction to your customer support team. You will help your team to respond effectively to customer inquiries while solving problems associated with the use of our online financial service products and services.

What you'll do:

• Courageously lead a team of client support representatives' workflow by monitoring case queues and adjusting staffing needs and case assignment to ensure you deliver accurate and timely responses to our clients and meet service levels.
• Provide instructional mentorship and advise them how to best handle complex issues by coaching them to be effective in our client communication.
• Support client support associates with career development path. Coaching and mentoring in growing knowledge and upward mobility. Write and deliver performance appraisals for team members, coach and mentor, performance improvement plans.
• Analyze and resolve client problems by handling advanced items and aiding the client support representatives in finding the best solutions.
• Interface and maintain an excellent working relationship with other internal departments and clients while working on and completing customer requests.
• You will be responsible for providing on-call support after hours, as needed, to ensure our customers' successful operations.
• You will conduct ongoing reviews of existing procedures and processes and write and implement new or revised procedures / processes to ensure or improve the quality and efficiency of department.
• Ability to identify processes that have an opportunity to operate more efficiently and feel empowered to do what is necessary to improve the functions for both our clients and Fiserv.

Experience you will need to have:

• High School graduate/GED
• 2 years' experience managing associates in a high paced work environment or equivalent work experience.
• Prior experience managing customer expectations.
• Project Management experience.
• Previous experience with coaching and development skills, including coaching associates to deliver a high-caliber client experience.

Experience that would be great to have:

• Associate's degree
• Knowledge of current Fiserv products and boarding and maintenance tools.
• Strong reporting and analytical knowledge (Excel, SQL, Power BI).

How you'll work:

This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experience helps you with your overall onboarding experience and leads to stronger productivity.

Sponsorship:

You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Benefits at Fiserv:

• Fuel Your Life program to support your physical, financial, social, and emotional well-being.
• Paid holidays and generous time away policies.
• No-cost mental health support through Employee Assistance Programs.
• Living Proof program to recognize your peers' extra effort with points redeemable for rewards.
• Eight Employee Resource Groups to foster a collaborative culture and expand your network.
• Unparalleled professional growth with training, development, and internal mobility opportunities.
• Medical, dental, vision, life, and disability insurance options available from day one.
• Retirement planning and discounted shares with the Employee Stock Purchase Plan.
• Tuition assistance and reimbursement program.
• Paid parental, caregiver, and military leave.

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