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Client Success Manager

3 months ago

North Sydney, Australia Fiserv 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

What does a successful Customer Success Manager do at Fiserv?

We are looking for an experienced Customer Success Manager who is interested in supporting our Small Business clients. The role provides an enormous opportunity to maintain and deepen relationships by reviewing current product optimization and price offering while assisting with scheme compliance, data integrity obligations and general product updates.

What you will do:

  • 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 you will need to have:

  • 2 years’ experience in Client Service or Account Management in Technical Support, Customer Service/Success or Incident Management
  • Build strong internal and external relationships.
  • Ability to articulate complex technical resolutions to clients, Advanced negotiation and conflict resolution skills.
  • Excellent customer service and decision-making
  • Ability to navigate various applications and systems.
  • Technical comprehension skill Microsoft Office suite competence; MS Excel
  • Time management, prioritization, excellent numerical skills (financial calculations)

What would be great to have:

  • 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’s degree accreditation - preferable

Thank you for considering employment with Fiserv.  Please:

  • Apply using your legal name
  • 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:

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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.

Any communications from a Fiserv representative will come from a legitimate business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.

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.