Sr. Client Support Specialist

Company: Fiserv, Inc.
Location: Liberty Lake
Posted on: June 8, 2021

Job Description:

What Does a great Sr Client Support Specialistst do?

A Senior Client Support Specialist provides second level support to the Client Managed/Small Business operations teams through transferred calls from front level associates. Senior Support also processes email requests from our business and bank partners. Critical change processing and audit functions reside within the role. All work must be resolved with a high level of focus on client satisfaction, timely and appropriate communication to partners along with ensuring risk mitigation and revenue retention for Fiserv. This position impacts the financial success of the organization.

Essential Functions

• Handle escalations from business partners and Bank of America or Fiserv Leadership in a professional manner, displaying tact and diplomacy
• Manage repricing activities and ensure accuracy of account information
• Conduct follow up activities to ensure satisfaction with client, internal partners and external bank partners
• Quality Control processes are followed to ensure accurate resolution, mitigate client financial impact and reputational loss for Fiserv
• Act as subject matter expert support for special projects/meetings
• Acts as a voice of the customer and a champion of operational and business needs by recognizing process failures/improvements and escalate appropriately, often with suggested improvement plan

Skills

• Exceeds in Business Objectives or Development Goal ratings in current Bank of America Merchant role
• Demonstrated ability to handle assigned tasks under stringent timeframes, while maintaining a high degree of professionalism and accuracy
• Resourceful at finding the right business partners to support day to day work, escalations and project related requests. Ability to not only identify correct resources, but ensure full engagement and thorough follow through
• Acts with integrity and communicates to peers, managers and key stakeholders in an appropriate and positive manner
• Strong knowledge of products, systems, service model and segment support
• Ability to comprehend complex procedural information, including demonstrated ability to analyze account information
• Demonstrate superior problem solving and troubleshooting skills
• Recognize each other's strengths and development needs
• Collaborates and encourages others
• Team player
• Ability to work independently with minimal supervision
• Creates positive energy in the face of challenges and inspires others to follow his/her lead
• Willing to work a flexible work schedule
• Constructively handles disagreements or conflicts to reach a win/win situation
• Communicates clearly:
• Listens actively to others
• Engages in and encourages two-way dialogue, selects the right level of communication for the audience
• Openly shares information and is open to the thoughts and ideas of others
• Ability to simplify/explain the complex

Experience

• At least one year of experience with merchant processing with Fiserv or Bank of America Merchant Services
• At least one year of second level support experience in the Merchant environment
• Meeting in Business Objectives or Development Goals for current Fiserv role
• Meeting attendance expectations in current Fiserv role

Tools

• Microsoft Office Suite Products

Physical Requirements

• Works in an office environment involving sitting most of the time at a desk in front of a computer. The worker is subject to close visual acuity to perform activities such as preparing and analyzing data and viewing a computer screen to read and enter data.

Travel

• Infrequent travel may occasionally be required for training or meetings.

Regulatory Requirements

• Responsible for supporting regulatory requirements under the Bank Secrecy Act, USA Patriot Act, OFAC and other Anti-Money Laundering laws, rules, and regulations.

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Keywords: Fiserv, Inc., Coeur d'Alene , Sr. Client Support Specialist, Other , Liberty Lake, Idaho