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Customer Support Rep - Banking

Company: Fiserv
Location: Alpharetta
Posted on: June 2, 2021

Job Description:

What does a great Client Technical Support Rep do?

In this position, you will work in a dynamic, professional, client service-oriented environment with financial institution clients. You will provide day-to-day support answering questions and addressing complex issues. Requests for support are received via multiple channels, including telephone, email, self-service case tools and internal business partners.

You will identify opportunities to improve the client experience that will drive business results.

As a Client Tech Support Rep, you can look forward to:

  • 2nd tier support for clients and associates; escalation contact for internal associates and clients.
  • Working with Fiserv Spectrum core product
  • Answer incoming client inquiries - phone calls, cases, etc.
  • Under limited supervision, troubleshoot, diagnose and resolve complex functional technical and/or operational problems.
  • Serve as a subject matter expert (SME) for majority of products within a designated domain; identify and resolve all issues presented for all products in designated domain.
  • Mentor and coach other associates; train new associates.
  • Assist in leading and taking action during change initiatives.
  • Effectively communicate and escalate complex issues to Product Development and other SME’s.
  • Represent Client Services in project meetings.
  • Provide consultative support to high-value clients.
  • Attain an in-depth knowledge of all products within a designated domain as well as other Fiserv products that interface.
  • Understanding of technical troubleshooting approaches, tools and techniques, and ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.
  • Document client interactions in various tools and via email in a clear and professional manner

You are the kind of person who is:

  • Results Oriented: Leverages time in a manner that increases effectiveness. Executes more than one activity or task simultaneously and delivers on individual and assists with team performance targets/expectations. Consistent accuracy and attentiveness to detail without supervision.
  • Leadership: Exhibits capability of positively influencing clients, outside stakeholders, and other associates. Inspires and leads by example, serves as mentor/coach. Trains new associates. Assists in leading and taking action during change initiatives.

Required Qualifications for Consideration:

  • High School Diploma required
  • 2 + years’ back office (GL, ACH, Scheduler, Processing etc.) experience working in the banking/credit union or financial services industry
  • MS Office Suite experience
  • Basic technical aptitude (PC, troubleshooting, etc.)
  • Experience with client support by phone clearly, professionally, and with empathy
  • Professional and polished written and verbal communication skills
  • Flexibility to work after hours/on-call/weekends as needed basis

Preferred Qualifications:

  • Bachelor’s Degree in business
  • Experience with Fiserv Spectrum core product
  • Proven ability to work independently and to multi-task in a fast-paced environment
  • Strong organization skills

Learn more about us.

Want to be a part of a team that effects change? This role supports our credit union products and solutions. These products provide integrated account processing solutions for more than one-third of the credit union marketplace. From identifying and adapting to changing regulations and mitigating risk to keeping pace with evolving technology and providing excellent member service with the right tools in place. Fiserv helps credit unions eliminate barriers to growth, realize efficiencies, ensure compliance, face risk issues head on and provide the superior service members deserve.

Life moves fast. And as it does, we know most people aren’t thinking about “financial services” But we are.

We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation.

We welcome and encourage diversity in our workforce. We are an equal opportunity employer/disability/vet.

Explore the possibilities of a career with Fiserv and Find Your Forward with us.

Keywords: Fiserv, Alpharetta , Customer Support Rep - Banking, Other , Alpharetta, Georgia

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