Financial Services Operations, Sr. Consultant

Company: Fiserv
Location: Alpharetta
Posted on: June 3, 2021

Job Description:

What does a great Financial Services Operations, Sr. Consultant/Client Technical Support Consultant do?
In this position, you will work in a dynamic, professional, customer service-oriented service environment with large enterprise financial institution clients.  You will provide day to day support answering questions and addressing complex issues.  You will provide quality direction to other associates responding to customer inquiries / solving problems associated with the use of our online financial service products and services.  You will identify opportunities to improve the client experience that will drive business results.


As a Financial Services Operations, Sr. Consultant, you can look forward to:

• 2nd tier support for clients and associates; escalation contact for internal associates and clients.
• Answer incoming client inquiries - phone calls, cases, etc.
• Document issues for resolution and archival.
• 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.

Required Qualifications for Consideration:

• High Diploma Required; Bachelor’s Degree preferred

• Experience in a banking or financial technology services environment; preferable Deposits or Loans
• Experience handing client calls/cases (via phone, e-mail, or case). Advanced understanding of client expectations. Leads efforts to resolve issues for high profile/sensitive clients without support. 
• Professional written and verbal communication skills. Advanced interpersonal skills. Ability to handle escalated conversations with appropriate stakeholders throughout the organization. Openly share knowledge and insights with team members.
• Experienced in positively influencing clients, outside stakeholders, and other associates. Inspires and leads by example, serves as mentor/coach.
• Solid understanding of the banking/financial services industry (i.e. regulatory and compliance requirements, etc.)
• Experienced in summarization and simplification techniques to explain complex technical concepts in simple, clear language appropriate to the audience; Ability to monitor, measure, and optimize individual and combined utilization of application, hardware, software and telecommunications components to meet customer requirements.
• Flexibility to work after hours/on-call/weekend as needed basis
• Must be able to work varying support hours, 8am – 5pm, 10am – 7pm, 11am – 8pm on rotating basis, and on-call.
• Travel – up to 10%

Preferred Qualifications:

• Working understanding of Signature Core or DNA core experience
• Advanced understanding of the Bank Solutions business model. Advanced understanding of individual clients/designated domains.
• Results Orientation: 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.

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 options.
 

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
 

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.
 

Keywords: Fiserv, Alpharetta , Financial Services Operations, Sr. Consultant, Other , Alpharetta, Georgia