What does a Manager, Client Technical Support do?
In this position, you will work in a dynamic, professional,
client service-oriented environment with financial institution
clients. You will lead, manage and develop a team of client tech
support representatives’ workflow by monitoring case queues,
adjusting staffing needs and case assignment to ensure you deliver
accurate and timely responses to our clients and meet service
Do you thrive in a dynamic, committed, and professional
environment and would you like to be a part of a team that affects
change? At Fiserv we celebrate diversity and want you to lead our
client-facing support team responsible for servicing our financial
institution clients. You will provide mentorship, leadership,
workflow management and quality direction to your client support
team. Do you enjoy helping your team respond effectively to client
inquiries while solving problems associated with the use of our
online financial service products and services? Are you ready to
contribute to a meaningful role at a creative and growing company?
Then we would really love to see you apply and join in our
About our Business:
Bank Solutions delivers comprehensive bank platforms and valuable
services and products for community, mid-tier, and large financial
institutions. Fiserv bank platforms – Cleartouch, DNA, Precision,
Premier, Signature – enable banks to efficiently manage a wide
range of activities such as account opening, deposits, withdrawals,
loans, customer information management, and general ledger and
accounting tasks. Each Fiserv bank platform has unique
capabilities, but they all help our clients improve customer
service and streamline their back-office operations. We offer
flexible technology solutions that enable financial institutions to
quickly align to customers' expectations. With a modular approach
to delivery, financial institutions are able to preserve platform
investments while delivering both updated functionality and a
consistent experience across channels. From understanding consumer
needs based on the latest research to analytics and advisory
services that help identify growth opportunities from accounts,
payments and industry data, we help clients access and act on data
to create better outcomes.
As a Manager, Client technical support, you can look forward
You will lead and develop a team of client tech support
representatives’ workflow by monitoring case queues, 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 how to best handle
complex issues by coaching the team to be effective in our client
You will analyze and resolve client problems by handling
escalated 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 client requests.
Write and deliver performance appraisals for team members,
coach and mentor, and work through performance improvement
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
You can courageously lead a team, making tough decisions and
owning those decisions
You can help the team understand strategic direction and metric
driven performance and how it relates to the business goals
You can multitask and handle multiple priorities with superb
attention to detail in a high-energy and agile environment
Can collaborate with all levels associates and managers for both
internal and external customers
You are responsible for providing on-call support after hours as
needed to ensure our customers' successful operations.
The above 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.
High school degree required.
5 plus years of customer service experience
Excellent problem solving, change management, mentorship and
development, communication and interpersonal skills
Experience working with client service systems such as case
Excellent leadership skills and ability to motivate employees to
perform at peak standards
Bachelor’s degree in business, finance or related field of
Experience in banking industry a plus.
2 plus years’ experience managing a team
Strong knowledge of Fiserv business and products
Experience working and managing a team in a contact center
An understanding of basic help desk knowledge and familiarity
with ITIL model and case management preferred.
Experience with both B2B and B2C customers
Learn more about Fiserv:
To support the total well-being of our associates, Fiserv takes
a broad approach to our benefits. We offer a comprehensive benefits
package that provides flexibility and affordability with a variety
of medical, dental, vision, life insurance and disability
We are #FISVProud of our benefits and well-being programs. Our
commitment to wellness, wellness education, preventive services and
fitness activities are designed to meet you where you are.
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 seventh consecutive
year, we are committed to excellence and purposeful innovation.
In this role you will be aligned with solutions to our banking
customers. We deliver comprehensive bank platforms and value-added
products and services for community, mid-tier, and large financial
institutions. We offer flexible technology solutions that enable
financial institutions to quickly align to customers' expectations.
With a modular approach to delivery, financial institutions can
preserve platform investments while delivering both updated
functionality and a consistent experience across channels.
From understanding consumer needs based on the latest research
to analytics and advisory services that help identify growth
opportunities from accounts, payments and industry data, we help
clients access and act on data to create better outcomes.
We welcome and encourage diversity in our workforce. Fiserv is
an Equal Opportunity Employer
Explore the possibilities of a career with Fiserv and Find Your
Forward with us.