Position Summary:
In this position, you will work in a dynamic, professional, client service-orientated environment with financial institution clients. You will provide day to day support answering inquiries and addressing complex issues. Requests for support are received via multiple channels including telephone, email, self-service case tools and internal business partners. You will find opportunities to improve the client experience that will drive business results. Find out more!
Key Responsibilities:
- Work primarily within direct Client Services team. Interacts and works in partnership with other provided contacts.
- Prioritize and plan out time between various activities. Executes more than one activity or task simultaneously and delivers on performance targets/expectations.
- Answering incoming client inquiries, primarily phone calls – At least 70% of time of average.
- Understanding of technical troubleshooting approaches, tools, and techniques, and ability to anticipate, recognize, and resolve technical (software, application, operational) problems.
- Effectively coordinating and presenting information to Domain Experts.
- Utilizing the tools and systems provided to complete assigned responsibilities.
- Attaining a general knowledge of select products within a designated domain and basic knowledge of Fiserv products that collaborate with your designated product domain.
- Under general supervision, troubleshoot, diagnose and resolve basic to moderately complex functional technical and/or operations problems.
Required Education & Experience:
- Experience servicing clients using ticketing system
- Basic technical capability/troubleshooting experience
- Commercial Lending experience preferred
- Minimum 2-4 years of equivalent combination of educational background and experience
- High School Diploma;
- Bachelor’s degree preferred
- Financial industry experience (Lending and customer service)
- Mortgage experience preferred