Merchant Experience

6 months 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**

Merchant Experience - Operations Lead

**What makes an outstanding Merchant Experience - Operations Lead?**

You will be customer driven, focussed on customer and user satisfaction with highly developed interpersonal skills and the ability to work effectively with people. You will have strong analytical skills, a passion to solve user problems, plus demonstrated leadership skills and the ability to coach and manage a multi-geographic team.

**Key Responsibilities
**The Merchant Experience - Operations Lead is responsible for merchant boarding, lifecycle maintenance and level 2 customer support for customer care in Fiserv’s merchant acquiring portfolio. Leading a team of associates, the Merchant Experience - Operations Lead drives the relentless pursuit of customer service excellence, while ensuring tight discipline on governance and controls. This applies to day-to-day operations, as well as developing and driving continuous improvement initiatives. This is a customer facing, hands on leadership role that involves developing and leading the operational relationships with SMB merchants and sales partners.
- Manage the L2 customer care team.
- Develop and maintain relationships with SMB clients and sales partners and act as an escalation point.
- Ensure the daily/weekly processing tasks are completed in accordance with aligned SLAs, policy, and process guidelines.
- Oversee case management, ensuring all customer cases are actioned within aligned SLAs
- Responsible for complaints management handling and tracking
- Identify problems or issues in processes and implement solutions to bring bottom line results
- Ensure your team deliver on service levels and monitor every employee’s performance
- Support Incident Management, including post incident reporting and implementation of post incident remediation
- Actively collaborate with other functional teams and stakeholders to drive change management, client implementations and new product initiatives
- Drive a continuous improvement agenda, focused on elevating the client experience.

**Key Skills**
- 2 years+ in a SaaS organisation in a customer-facing role
- Experience in team management and training
- Highly developed inter-personal skills Client / User focus
- Expertise in a fast paced inbound and outbound contact center environment
- Multi-site contact center operation experience with an in-depth understanding of call center metrics
- Ability to analyse statistical reports and make decisions that will optimize contact center staff utilization
- A degree qualification is preferred (possibly in computer science or related discipline)
- Further education in IT or relationship management is highly regarded

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 fintech leader with 40,000-plus (and growing) associates proudly serving clients in more than 100 countries. As a FORTUNE 500 company, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to excellence and purposeful innovation.

**Our commitment to Diversity and Inclusion**:
**Warning about fake job posts**:
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