Client Experience 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.

Job Title

What does a successful Client Experience Manager do at Fiserv?

Fiserv's Community Financial Institution (CFI) division exists to connect world-class payment processing to the customers of community and regional banking organizations across the country. Our Client Experience team provides direct service to these FI clients, ensuring their portfolios are successfully processing and satisfied with the service they're receiving.

The Client Experience Manager is responsible for monitoring merchant activity for assigned FI clients, including open tickets/issues, resolutions, and escalations. While these merchants may be processing via Fiserv, they often attribute overall satisfaction (or lack thereof) to their banking relationship and it's imperative the Client Experience Manager operates cohesively and transparently with the FI client for this reason. This position is pivotal to each FI client's overall relationship with our service organization and plays a key role in their retention and willingness to trust us with their customers!

What you will do:

• Support the retention and growth of the CFI portfolio and assures client satisfaction by maintaining overall relationship with clients.
• Be responsible for direct resolution of escalated inquiries for merchants and/or FI clients. Maintain clear and open communication regarding complex subject matter.
• Maintain accurate and up-to-date customer profiles including contract information, communication logs, and product matrix.
• Educate FI clients on relevant industry information and provides training products, reporting, and self-service tools.
• Other duties as required and directed by management.

What you will need to have:

• 2+ years’ experience in customer service, sales, business development, or relationship management; payment processing experience.
• Working knowledge of Microsoft Office Suite, specifically within Excel, Word, & Outlook.
• High School graduate/GED and/or Military Experience.

What will be great to have:

• 2-year degree
• Knowledge of payment processing; Fiserv’s products, platforms, systems, and operational areas

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

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).

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.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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