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Client Service Manager

2 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 Service Manager

**What does an outstanding Client Service Manager do?**

The Client Service Manager is responsible for managing client requests, providing technical support to clients and service providers, managing any issues through to resolution and where applicable identify where there are vulnerabilities to retaining their business. The Client Service Manager will monitor the trends in issues and problems reported by clients and ensure that proactive resolution of all problems, where possible, is completed.

**Responsibilities**:

- Manage and close assigned cases and complaints within defined service levels.
- Provide third level technical support to merchant, partners and service providers and drive the resolution of these technical issues with key stakeholders.
- Provide support for complex transactions, settlement and merchant structure to partners and service providers and drive the resolution to assist and educate key stakeholders.
- Provide timely adhoc and scheduled reporting to internal and external stakeholders to assist with; data integrity initiatives, internal and client projects, existing book merchant profile, terminal listings, invoicing and resolving complaints and issues.
- Run root cause analysis initiatives in conjunction with people leader to proactively identify and resolve issues.
- Provide regular updates to clients on the progress of queries, requests, issues and complaints.
- Proactively contact client groups and continue to improve the relationship with those clients.
- Responsible for accuracy of communication, data and reports provided to clients.
- Provides education and training as required to stakeholders and partners.
- Respond to merchant feedback from Fiserv initiated surveys.
- Prepare and chair governance, operations or client meetings, where applicable
- Activities to ensure achievement of individual and business KPI’s.
- Adherence to Fiserv policies and procedures.
- Where applicable; follow-up/responding to merchant satisfaction surveys to address concerns, resolve issues and to ensure that the merchant is being provide an exceptional level of service.
- Where applicable; identify merchant interactions with Fiserv to assist with identifying any potential issues or concerns and proactively reach-out to gauge their Fiserv service experience.
- Where applicable; identify unsatisfied or potentially unsatisfied Fiserv merchants to identify drivers or motivations to retain/maintain their business.
- Follow-up/responding to merchant satisfaction surveys to address concerns, resolve issues and to ensure that the merchant is being provide an exceptional level of service.
- Where applicable: raise and manage daily incidents that impact white label Fiserv products. This includes identifying and assessing impacts, providing communicating and assisting with timely resolution.
- Raise inconsistencies and problems with business processes and lead/participate in the problem resolution.
- Assist in developing and writing policies and procedures, as required.

**What are we looking for?**
- Excellent customer service skills.
- 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
- Technical comprehension skills
- Microsoft Office suite competence; MS Excel
- Time management and prioritization skills

**Desired Experience and Knowledge**:

- 12 months experience in Technical Support, Customer Service/Success or Incident Management
- Experience in payments industry / merchant acquiring / banking & finance
- Bachelor Degree accreditation - preferable

**And here’s why we think you’ll love working at Fiserv**:

- Fiserv is a global leader in Fintech and Payment solutions and featured in the list of fortune 500 companies for 8 years in row.
- Open and collaborative work environment, inclusive and vibrant start-up culture. We value teamwork.
- Attractive remuneration packages that include a competitive base salary, and incentives to reward your efforts.

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