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Loans Operations, Sr. Consultant

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

Job Description:

What does a great Loans Operations, Sr. Consultant/Sr. Client Tech Support Consultant do?


As a Client Tech Support consultant, you will be a dedicated DNA Operations Analyst who will work in a dynamic, professional, customer service-oriented environment, supporting “leading edge” products. You will respond to customer inquiries, research solutions and solve problems for our clients primarily within our DNA core platform, but must also be available to assist with other Fiserv products as they integrate within the Operations area of the DNA Core. In this role, you should consider yourself an extension of the client’s team and you must always have their goals and objectives at the forefront of every interaction.

This is a great opportunity to develop the necessary foundation in technical client support. This role is a talent pipeline for future leaders. We want to hire you for a career, not a role!

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

  • You will provide consultation, training and support that encompasses day to day processing tasks, client knowledge building and training, case management, client product functionality; building and maintaining a positive relationship
  • Understand and manage client expectations ensuring client priorities and high impact items are addressed immediately
  • Must meet high expectations around aggressive case resolution goals
  • Log, track and handle all incoming calls and cases professionally.  Must maintain current notes, provide timely and accurate resolution of client issues and ensure client satisfaction at every interaction
  • You will provide detailed analysis of issues received from clients.  Must be able to utilize SQL to analyze client data
  • Be able to stage test scenarios in test environments, recreating and documenting each step as reported by client
  • Communicate progress and any potential problems to manager for awareness and/or resolution
  • You will collaborate extensively with internal groups to resolve client issues, actively contributing to the effectiveness of the team
  • Provide superior client support through excellent written and verbal communication, responsive follow through, and advocacy for client issues within internal groups
  • Must be able to follow internal procedures and processes in order to streamline the case handling process.
  • Perform other duties as required

You are someone who has:

  • Experience in an analytical and customer facing role
  • Strong problem-solving, communication and interpersonal skills
  • Dedication to quality and high-level customer satisfaction
  • Excellent follow-up skills and attention to detail
  • Ability to deal with time constraints, emotional situations and conflict
  • Ability to work well independently and within a team
  • Strong ability to coach and train individuals on product usage and functionality

Required Qualifications for Consideration

  • High School Diploma/GED; Bachelor’s Degree
  • 5+ years of banking experience with 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.) Advanced understanding of the Bank Solutions business model. Advanced understanding of individual clients/designated domains.
  • Proficient PC skills, Microsoft Office application experience; primary Excel
  • 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 25% (post COVID)

Preferred Qualifications:

  • 5 years’ DNA experience in the Operations Servicing field
  • SQL queries and Monarch experience
  • General knowledge of Regulatory guidelines and year end processing

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 , Loans Operations, Sr. Consultant, Other , Alpharetta, Georgia

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