• Client Service Executive II

    FiservHillsboro, OR

    Job #586087034

  • Position Description

    About the Role:  

    Client Services’ mission is to ensure that Digital Channels clients are engaged, serviced and supported in a consistent and superior manner, throughout the life of their relationship with Digital Channels, regardless of which Digital Channels department, other Fiserv Division or shared corporate services is “facing” the client.  We are focused on serving and adding value for our clients such that they are all proud and vocal advocates of Fiserv.  In achieving this goal we will leave a mark on the new digital world that each of us will be proud to have had a part.

    This position will be responsible for advancing knowledge, utilization and satisfaction related to Fiserv products and services within an assigned portfolio of clients.  The Client Services Manager will work collaboratively with other client-facing departments to provide an optimal client experience by addressing the day-to-day issues or requests that arise in running our solutions.   The individual selected for this position will maintain an in-depth understanding of how our products are used, how the solutions are implemented, how they are supported, and most importantly, the optimal approach for helping resolve issues or requests in a timely manner. The Client Services Manager will build relationships with all individuals involved in servicing their assigned clients, continually understanding both the client’s and Fiserv business objectives, success criteria, product / service plans, and key business challenges in order to help Fiserv deliver solutions to meet client needs.

    About our Business:

    Digital Channels provides industry-leading products and services for the online and mobile channels to help financial institutions drive deeper relationships and more effectively compete in the digital transformation. Digital Channels develops innovative online banking and mobile banking solutions for financial institutions of all sizes with a mission to deliver easy and compelling digital financial management and money movement always at your fingertips. Leveraging in-depth research, user experience design, and industry best practices, Digital Channels’ online banking and mobile banking solutions are ranked as the top solutions in the market and adopted by some of the largest and most innovative financial institutions in the market.  Digital Channels strives to build great products, provide a great place to work, and foster great people.  Through our work we set the bar for the entire industry.   There is an unprecedented opportunity in front of us.  Society is going digital and through our clients we shape a big part of the emerging digital world.

    Essential Job Responsibilities:  

    Act as the primary contact for client’s day-to-day operational needs that are not associated with a support (defect) ticket for the Corillian-ASP (COASP) and/or Architect. Collaborate with the technical support team to ensure priority support issues are being addressed. Develop beneficial client relationships with peer operational staff that help resolve and avoid problems. Serve as an escalation point for the resolution of service-related and high-severity issues, assuring speedy resolution and client satisfaction. This includes product issues that are not resolved by other groups. Partner with the Enterprise Service Desk and Fiserv ancillary support areas to facilitate the resolution of issues that span Fiserv product lines and departments. Coordinate the completion of post-install requests such as documentation, compliance, and training requests. Proactively communicate problems, issues, and status updates to clients and appropriate Fiserv personnel as they relate to the client’s day-to-day operational needs that are not associated with a support ticket. Maintain a list of action items and a production calendar on the client’s behalf. Participate in the launch of new products and services with regard to operational client impact. Work closely with Technical Account Managers, Account Executives, as well as other Product Specialists to ensure commitments are met and requests are addressed within appropriate timeframes. Collaborate with the Account Executive team to formulate and execute elements of the client’s digital Account Plan. Partner with the Account Executive and Application Technical Consultant to monitor service delivery and client satisfaction. Collaborate on client relationship health measures with the Account Executive and the Application Technical Consultant to identify areas for continuous improvement and development of action plans.

    The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.

    Required Qualifications:

    • Bachelor's degree or equivalent relevant working experience
    • 3 years of experience in customer service role supporting enterprise solutions is required
    • 3 years of working experience that demonstrates competencies in the following areas is required:
      • Business Acumen
      • Customer Service Orientation
      • Effective Communication
      • Quality Results Orientation
      • Initiative / Decision Making
      • Teamwork / Collaboration
      • Analytical Thinking
      • Continual Learning
    • Demonstrated ability to cultivate relationships and work collaboratively and cross functionally with all levels of staff

    Preferred Qualifications:

    • Understanding of Digital Channels Architect, online/mobile banking, and Electronic Payments products
    • Financial Services / Banking Industry experience

      Project Management experience

      Knowledge of Fiserv systems

    Additional Skills/Knowledge

    • Demonstrated Customer Service and Conflict Management skills
    • Ability to identify needs, formulate a plan, and execute a plan through resolution
    • Strong administrative skills, such as planning, organizing, and time management
    • Ability to travel; holds a valid driver’s license and is able to travel via an airplane
    • Strong PC skills, particularly with MS Office applications
    • Ability to effectively communicate with all levels of staff (written and verbal)
    • Expertise working with virtual teams in a matrixed environment

      Travel Required

    • Some travel (approximately 10%) is required.

    Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit ~~~ for more information.

    Company Description:

    Going Up?  Today’s shifting demands require a partner who shares your goals with the proven expertise to help you reach them.  For more than 16,000 clients worldwide, Fiserv is transforming the way financial services are delivered to ensure business growth.  With Fiserv, you have the power to go places.  The power within.  ~~~


    Fiserv Technology Makes the Difference
    Through thousands of partnerships with clients worldwide and hundreds of solutions, Fiserv touches almost every part of financial services – online & mobile banking, account processing, e-payments, lending, wealth management...our technology makes the difference in every interaction.


    Fiserv Technology: Consumer Reach and Scale
    Fiserv technology simplifies financial transactions. We enable 120 million deposit accounts, 60 million online banking users, and 23 million active bill payment users, making financial transactions easy to allow people to focus on the things that really matter: planning, living and prospering.

    Updated 03/14/2018

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