Perform basic professional and somewhat varied and challenging client services tasks to ensure client support and provide satisfaction through actions to avoid issues, prompt resolution of problems, and develop relationships with clients through visits and telephone calls. Principal work activity may include, but is not limited to; response to client inquires and research of client issues relating to production, quality, delivery schedules, and production specifications. Will also, provide information to other departments that is needed to resolve client problems; diagnose and define issues; develop strong relationships with clients by expediting complaint resolutions; make recommendations to resolve critical issues and error trends or other recurring issues; keep clients apprised and notified relating to work status; provide reports and activity logs for management review; coordinate implementation of solutions; maintain industry and product knowledge to assist in finding creative solutions; communicate with client staff and understand client internal structure; make personal visits and telephone contact to know and understand client issues; and build open communication channels with key client personnel. Sometimes supervisory or technical assistance may be needed for work except for work that the incumbent earlier performed. Incumbent is expected to retain skills and work know-how so that the performance of the same work at a later date will be performed without continuing assistance. This job level requires an incumbent to quickly learn to perform multi-tasking and to focus concentration for extended periods. Satisfactory performance requires motivation and dedication to assigned clients or tasks and fundamental client service skills and some knowledge of client service technology and methodology. As assigned provide complete, accurate, and understandable reports to supervisor. Familiarization with company products and services is needed for providing service to clients. Problem solving is a significant responsibility and often requires inquiry and evaluation to resolve issues. Incumbent may train, assist, and in general help others as assigned. Must be able to quickly learn to define client issues, collect data, establish facts, and draw valid conclusions. When all the needed information is not readily available and incumbent must assemble the missing information. Regularly works with confidential data requiring care to protect. Works from oral or written instructions and a variety of job specifications, customer service forms, literature, and business documents --- all in English. Comply with all policies, procedures, and work rule guidelines. The incumbent is expected to perform all duties and tasks within his/her department or job and when assigned, in any other department or job to the best of his/her individual skill and ability. This may include being assigned certain production tasks during work peak periods.
· 3 to 5 years of direct or customer service or account management experience. Large or key account support experience preferred.
· Must be proficient in Microsoft Office with a firm understanding of Excel and Word. Must be able to multitask and deal with very tight deadlines.
· Ability to prioritize and manage projects and expectations against changing priorities and demands.
Generally a bachelor’s degree in business or related field is preferred, and typically, 3 to 5 years of direct or closely related experience or equivalent combination of education and experience is required.
Fiserv, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.