Service manager

Service Manager

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.

As a Service Manager, you will play a vital role within the firm acting as a lead in the operational support for our Small Financial Services clients. You will have the responsibility of providing direction and support on day-to-day inquiries, strategic operations and client initiatives, and referrals and small project implementations while ensuring the highest levels of satisfaction.

Each Service Manager should understand our various products, services, configurations, and platforms to service clients. Further responsibilities include referring new products and services, managing small maintenance projects, and addressing inquiries and support requests; all while working closely with various internal groups and external vendors.

Primary Responsibilities :

• Serve as a client advocate, supporting the client in day-to-day operational activities
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Identifying opportunities to improve as well as referring new products and services to enrich the client experience.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
• Maintain accurate and up to date documentation of the client architecture and processing environment, product matrix, and custom processes by utilizing appropriate systems and tools to track client interactions.
• Facilitate the client communication and delivery process as it relates to association releases, regulatory changes, product / platform upgrades, fee revisions and system enhancements.
• Participate with leader or account executive in customer business reviews
• Builds and maintaining strong, long-lasting customer relationships with assigned clients.
• Understand the customer's priorities and objectives, drives projects and serves as a liaison between the customer and internal teams to achieve desired outcomes.
• Responsible for delighting the client and delivering exceptional client service on a day-to-day basis.
• Acting as a liaison between client and Fiserv Card Services departments, as well as CORES, Surrounds and Partnering Vendors
• Manage multi-client inquiries, review and identify patterns, escalate
• Meet or exceed corporate guidelines on service levels
• Maintain knowledge to feed the AI tool to improve and enhance self-service capabilities
• Maintain high customers service scores
• Identify opportunities and submit referrals or service request base on existing contracts to enhance client experience and corporate revenue
• Execute parameter changes, small maintenance projects to enhance the client experience
• Maintain Service level of 95% for phone and systematic inquiries with a 2-business day turn-around on service resolutions

The previous statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Basic Qualifications for Consideration :

Preferred qualifications for considerations :

Travel Required : 5% domestic travel.

Salary Range $49,500.00 - $79,200.00 These pay ranges apply to employees in New Jersey, New York and California. Pay ranges for employees in other states may differ.

This position is not eligible for an annual incentive opportunity and is also not eligible to earn commissions.

Thank you for considering employment with Fiserv. Please :

Our commitment to Equal Opportunity :

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv's Disability Accommodation Policy for additional information.

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