Resolution Support Specialist

4 days ago

Sydney, New South Wales, Australia beBeeExpertise Full time $90,000 - $110,000
Job Title: Resolution Support Specialist

As a Resolution Support Specialist, you will play a critical role in ensuring timely resolution of customer complaints and issues within defined service levels. Your expertise in complex transactions, settlement, and merchant structure will be essential in driving resolution and education of key stakeholders.

The ideal candidate will possess strong communication skills, with the ability to maintain regular communication with clients regarding query, request, issue, and complaint progress. You will also be responsible for analyzing and mitigating potential issues or concerns through proactive outreach to gauge customer service experience.

In this role, you will work collaboratively with internal and external stakeholders to resolve complex technical issues and deliver timely ad-hoc and scheduled reporting to support data integrity initiatives, client projects, and other business objectives.

You will have the opportunity to develop and implement strategies to retain and maintain merchant business, while adhering to Fiserv policies and procedures. Additionally, you will assist in developing and writing policies and procedures as required.

Key Responsibilities:

  • Manage and close issues and complaints within defined service levels
  • Offer third-level technical support to merchants, partners, and service providers
  • Provide expertise on complex transactions, settlement, and merchant structure
  • Deliver timely ad-hoc and scheduled reporting to internal and external stakeholders
  • Conduct root cause analysis initiatives to proactively identify and resolve issues
  • Maintain regular communication with clients regarding query, request, issue, and complaint progress
  • Proactively engage with client groups to improve relationships and address concerns
  • Ensure accuracy of communication, data, and reports provided to clients
  • Provide education and training as needed to stakeholders and partners
  • Implement activities to achieve individual and business Key Performance Indicators (KPIs)
  • Adhere to Fiserv policies and procedures
  • Identify and respond to merchant satisfaction surveys to address concerns and ensure exceptional service delivery
  • Collaborate in daily incident management for white-label Fiserv products
  • Identify and lead the resolution of inconsistencies and problems within business processes
  • Assist in developing and writing policies and procedures as required

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