Client Success Manager

3 weeks ago

North Sydney, Australia Fiserv, Inc. Full time

**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**

Client Success Manager
- Responsibilities_:

- Proactive or adhoc pricing requests for existing merchants
- Provide referral Direct Sales Team for new additional facility requests
- Facilitate additional devices to Operations and Service teams for existing merchants
- Provide assistance for change of account or address details, online service portal facility access.
- Work in collaboration with key internal teams to seek additional information from merchants on business or transaction activity to align with Fiserv compliance, risk and credit guidelines.
- Circulate relevant compliance updates on behalf of schemes on changes relating to transaction processing.
- Analysis of merchant activity including; repeat services calls, transaction activity, chargeback volumes and held transactions.
- Initiative communications to merchants who complete LTR (Likely to Recommend) surveys for ‘Detractor’ and ‘Request a call-back’ responses
- Manage complaints raised through the direct or referral channels.
- Communicate updates to merchants on; software updates, products features, scheduled system maintenance and information that may assist with running their business.
- Responsible for the overall satisfaction and proactive retention of customers through knowledge of Fiserv’s core business and product.
- Ongoing portfolio review and maintain of merchant profile information.
- Adherence to Fiserv policies and procedures.
- What are we looking for?_
- Build strong internal and external relationships.
- High attention to detail
- Advanced verbal and written communication skills
- Ability to articulate complex technical resolutions to clients
- Advanced negotiation and conflict resolution skills
- Good decision-making skills
- Excellent customer service skills.
- Technical comprehension skills
- Microsoft Office suite competence; MS Excel
- Time management and prioritisation skills
- Excellent numerical skills (financial calculations)
- Desired Experience and Knowledge:_
- 2 years’ experience in Client Service or Account Management in Technical Support, Customer Service/Success or Incident Management
- Experience in payments industry / merchant acquiring / banking & finance desirable
- Proficient knowledge in Salesforce or similar CRM
- Experience in improving NPS (Net Promoter Score) desirable.
- Bachelor Degree accreditation - preferrable

Thank you for considering employment with Fiserv. Please:

- Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

**What you should know about us**:
Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune_®_ magazine's "World's Most Admired Companies" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence.

**Our commitment to Diversity and Inclusion**:
**Warning about fake job posts**:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local law enforcement.

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